Hey all! After reading some threads on here, I’ve realised that we are guinea pigs for the new Hub5 which was definitely not made clear at any time before accepting it. Our new Smart HP printer and Smart TV will NOT connect to the router, they can’t find the WiFi. My son’s PC didn’t either until he bought a £40 adapter and fitted it. If anyone has a solution, it would be greatly appreciated, otherwise as aforementioned on here, I’ll have to get reconnected to our old router which luckily I kept. TIA.
Call in and request that they re-activate the old Hub as the 5 is not fit for purpose.
Activation line is 0800 953 9500 (option 3) – you will need the serial number/MAC address off the barcode sticker off the old Hub and also your account number,
-------------------- John --------------------
I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
Thank you for your posts and welcome to our community forums. We're here to help.
I'm so sorry to hear that you've been having some trouble with using the Hub 5 and are looking to revert back to your previous router. Have you contacted the team as @jbrennand has recommended, or do you still require our help with this?
just getting round to sorting this. I can’t keep waiting on the phone, it’s ridiculous, especially if I’m at work.
our smart tv and printer still do not connect to the WiFi on Hub5? It’s not fit for purpose and I just need to reconnect the old hub which I have.
Will it automatically reconnect if I set up the old hub? If so, I can just crack on and do that.
I’m afraid not, no. The old hub 3 would have been deactivated on your account when the 5 was activated, so if you were to reconnect it, it won’t work. You will need to persist on the phone to get the hub 3 reactivated.
Now there are a number of posts here from people in your position who say that when they do finally manage to get through, the offshore customer services staff either can’t understand what they want (presumably, it’s not an option on their scripted responses), or bare-face lie and say it isn’t possible (one user reported being told that the ‘their cables had been upgraded to support the 5 and hence reverting isn’t possible’ - which at least is a genuinely new piece of rubbish to join the list of ‘BS excuses handed out by VM call centre staff’, book available soon from all good booksellers and quite a few dodgy ones as well!)
So what you need to do is call up and follow the options for ‘Thinking of leaving us….’ where you have a better chance of getting through to someone who a) understands what the issue is, and b) can actually do something about it.
Good luck, your point about the ‘trial’ nature of the hub 5 being offered to customers without really telling them the status of it (well OK, not actually telling them at all); is perfectly valid and understandable. If and when you do get through to VM, you might want to drop the term ‘trading standards’ into the conversation - might concentrate minds somewhat.