New Hub 5 power adapter missing

[pcat]

I received a new Hub 5 yesterday but there is no power adapter in the box. There is no contact info if there is a problem so no means of contacting Virgin regarding this.

[BaldrickBravo]

Sorry if this sounds kind of obvious, but have you lifted the cardboard cradle the hub 5 sits in out of the box? The power adapter with mine was sitting underneath.

[Adduxi]

Ditto as above.  When the package arrived, I was worried about the rattle coming from the package., It turned out to be the power supply, just rattling around with no protection at all, under the cardboard inserts.

[pcat]

Thanks for the response but definitely no adapter hidden in the box.

[Jodi_S]

Hi pcat,

A warm welcome and thanks for posting on our community forums. Sorry to hear that you've not received a power adaptor for your new SH5. We understand the inconvenience caused due to this.

I will be happy to pop you over a private message and get one ordered for you.

Please click on the purple envelope to accept the chat.

Kind regards Jodi. 

[Paulina_Z · Accepted solution]

Hi @pcat,

Thank you for coming back to me via private message and confirming your details. I have now booked you a technician visit for your Hub 5 issue – you can check and amend the date and time of your appointment via your online account.

There will be no charge for this visit unless:
•    The technician diagnoses the faults as not being caused by our network/equipment 
•    The technician discovers that the fault or problem relates to your equipment
•    The technician discovers that the fault or problem relates to any system that we are not responsible for
The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account. 
Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment.
If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.

Thank you.