New Customer Hub5x Flashing Red

[timmybc]

Recently signed up as a new customer with the Hub 5x. Had the engineers come to install the new cable from the pole, and then a couple of weeks later an engineer from VM came and installed the wire and hub (Friday 3/11). However, since installation the hub is flashing red and I'm not receiving a service. The VM engineer said it is likely to be an issue with the pole. I can't understand how a new fibre service to the area is installed and then doesn't work.

As first impressions, I'm not particularly pleased. Any help with my issue would be greatly appreciated, because I have no idea when/if/how this issue is getting fixed.

[Adri_G]

Hi, timmybc.

Thanks for taking the time to create this post and welcome to the VM community, although we're sorry to hear of the service issues and install delays you've experienced.

This is not a great start as we'd want and we're eager to help, could you kindly advise if you've reached our faults team and reported this previously and what was advised, if so?
Did we find an outage in your area as seen here that could explain this?

Please, share more and we're eager to assist further.

[timmybc]

Thanks for replying, Adri.

I have contacted the faults team and a VM technician was sent out yesterday (7/11) to the property. He could find no faults at the property, but he had made some calls and was told that there is a fault in the area due to local roadworks. If you can offer any help and clarification on how things proceed it would be greatly appreciated.

As far as I'm aware I would be entitled to automatic compensation (Am I eligible for automatic compensation? | Virgin Media Help) since I have received no service since my hub was installed on 3/11/2023. Is this correct, and how does this process start?

Thanks.

[John_GS]

Hi @timmybc 

Thanks for coming back to us. 

Compensation if owed would be applied manually. 

The Hub 5x is a ringfenced team, if you call them, they can advise further on any works etc for you.

Best wishes.

[timmybc]

What is the number for the Hub 5x team?

[Paul_DN]

Hi timmybc,

Thank you for reaching back out, regarding a direct number for the Ringfence team this isn't something we have however when you call the system will  pick up that you are part of the trial and you will be diverted to the correct team.

Regards

Paul.