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Brashbrook
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New customer - Hub4 quick installation not working

Hi All, I signed up the virgin media broadband a few weeks ago as I'm moving house. The Hub4 was received yesterday with the quick installation instructions.

I set up the kit and plugged the cable into the virgin media socket on the wall - looks like the previous owner used this, and I can see my neighbours also has VM.

 

The hub blinks white for a few minutes and goes red. I've rebooted, hard factory reset it, turned it off and on, left it for 30 mins to hours both on and off, used different cables - everything. No luck.

I called VM and the automated system sent the activation signal to my hub (strange, as this wasn't part of the instructions to call). Again, no luck. I also got a text hours later saying it was activated but this changed nothing.

Eventually got through to someone at VM, and after going through the same reboot process with them, they said they'd send an engineer out - scheduled for 8 days later! Obviously that's quite far away for any person, especially in an area with poor signal, but given we work from home and can't get into the office due to rail strikes then this is a real issue!! Also the engineer can only come out up until 6...we wouldn't get home until 7 from work! 

I asked that they confirm what the actual issue is, but they couldn't answer, so I accepted the appointment and said I'd keep trying on my end.

So here I am, looking for help. I'm not a great techie with internet, but on testing the connection it says it can't pick up an "RF signal", which I guess is why VM couldn't see my hub on their end. I don't see any other connections in the house so this VM Box on the wall with the cable to plug into seems to be the only option. I've ensured all connections are tight. I can connect to the hub fine but it still says no internet.

I've gone into the hub settings but the data there is foreign to me, however it didn't seem like there was much activity in the admin log.

If anyone has some guidance or tips to get this working sooner I'd be incredibly grateful! VM just couldn't give me any assistance whatsoever and left me sitting here without any signal or clue as a new customer, which is really disappointing. I just don't understand why it wouldn't work if the previous owner likely had VM and pretty much all my neighbours use it!

 

 

 

 

 

 

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Tudor
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Message 2 of 14
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Re: New customer - Hub4 quick installation not working

Check to omnibox on the outside of your property to ensure the wires are connected in it. It not it’s a possibility that your cable has been disconnected at the street box.


Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2
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Brashbrook
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Message 3 of 14
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Re: New customer - Hub4 quick installation not working

Thanks for your comments.

I'm unsure what an omnibox is or looks like; we're in a flat and I've had a look around for any relevant boxes/compartments filled with wires but no luck. 

In the virgin media box there is a black cable (which the hub is connected to), but it goes up inside the wall - I can't see where this leads from unfortunately.

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carl_pearce
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Message 4 of 14
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Re: New customer - Hub4 quick installation not working


@Brashbrook wrote:

Thanks for your comments.

I'm unsure what an omnibox is or looks like; we're in a flat and I've had a look around for any relevant boxes/compartments filled with wires but no luck. 

In the virgin media box there is a black cable (which the hub is connected to), but it goes up inside the wall - I can't see where this leads from unfortunately.


When you log into the HUB what information is displayed under 'Hub 4 status overview', specifically 'Internet'?

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Brashbrook
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Re: New customer - Hub4 quick installation not working

Do you mean this?

 

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Nathan_B
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Message 6 of 14
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Re: New customer - Hub4 quick installation not working

Hi there @Brashbrook, welcome to our forum and thanks for your post.

I'm sorry to see you are having issues with your services after plugging the hub in. I can see that you have spoken with the team again since your last message. Were the team able to help get this resolved for you?

If you need any further help with this please let us know, we will be happy to help.

Regards

Nathan
 

The do's and don'ts. Keep the community welcoming for all. Follow the house rules


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Brashbrook
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Message 7 of 14
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Re: New customer - Hub4 quick installation not working

No, not yet. An engineer visited yesterday and couldn't fix it. They said a specialist team would be with us today or tomorrow but we haven't heard anything since to confirm this...

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Brashbrook
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Re: New customer - Hub4 quick installation not working

I'm absolutely outraged at this.

 

We had an appointment for 8am-1 today for a specialist team to come. Noone came. At 1 I called, and got told that they didn't know why noone had arrived. They tried to contact the team but no luck. I then was transferred to someone else, who told me that I didn't have an appointment and that the engineer was going to come on Monday. Apparently there was nothing in the system confirming an engineer was due to come today, or ever. THEN I was transferred to someone else who said that an engineer had ALREADY ARRIVED, couldn't do any work because they needed someone else, and noted that they were due to return later today or in the evening to work on it (NOONE HAD COME).  They also mentioned it was an outdoor job now, and didn't need access to our flat, although before they said the fault was inside our wall? The call concluded with them saying id get a call back today once the engineer has arrived or finished the job. 

Fast forwarded to 5pm, no-one has come. I call again, and after 40 mins and 2 people, I'm told that a technician is en route and will be here a 6. I asked what happens if they don't arrive, can I back? They said yes I could.

Well, 6.30pm arrives and still noone. I call VM, and their lines are shut. I try a couple more times and eventually and magically I get hold of someone. This person then told me that I have no appointment today for a technician and couldn't tell me when I'd get a visit. They then said I'd have to call back MONDAY TO ARRANGE A VISIT?! ME! WHY IS THE RESPONSIBILITY NOW ON ME?

IM ABSOLUTELY OUTRAGED. Apparently there are no notes on the system detailing all the information the previous people were telling me, so evidently I've just been lied to all day long by VM.

I have no idea what to do. We're a week without Internet now with no appointments booked for engineers to come, I'm paying for internet I'm not getting, and I have to spend hours on the phone to get through to someone who just tells me a different story each time. We have no phone signal either so we're paying money each day to get to areas with internet or signal to even send a text, or do our work. This is an absolute joke?!

I literally could go on and on telling these events, but I'm so angry I'm lost for words.

Is there any VM employee that is on these forums that can sort this. It makes no sense for me to have an issue and just be told by VM to check the community forums... surely VM should be taking responsibility and helping me, not directing me to the advice of other customers?!?

I wasn't even allowed to be put through to the complaints department! They're shut!

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risc19
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Message 9 of 14
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Re: New customer - Hub4 quick installation not working

It wont get any better from here on out.

Cancel while you still can.

My Broadband Ping - Gig1 Modem mode
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Brashbrook
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Message 10 of 14
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Re: New customer - Hub4 quick installation not working

Another development.

I got through to VM on whatsapp, and they told me that an engineer is being tracked and they assured me that they will be with me this evening. See attached screenshots. Great news!! Very different to VM saying that an engineer was never booked...

Well it's now 22:33, my internet is still not working, and NO ENGINEER HAS ARRIVED.

How is this acceptable by a main Internet provider?! VM have been lying to my face ALL DAY LONG and completely wasting my time, it's an absolute joke and a SCAM! If VM made a mistake then just own up to it, it's absolutely disgusting that you're literally just lying to me!!!

If an employee of VM sees this, I want to be  contacted immediately. This is UNBELIEVABLE!

Screenshot_20220730-222822-058.png

Screenshot_20220730-222752-852.png

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