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New hub 5 missing power supply

ouduk
Joining in

on ‎17-11-2022 23:50

Hello. My hub 5 has no power adapter and the one from my old hub 3 does not fit. Can I please get one?. Thanks 

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5 REPLIES 5

Tudor
Very Insightful Person
Very Insightful Person

on ‎18-11-2022 08:51

Call Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post.


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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ouduk
Joining in
In response to Tudor

on ‎18-11-2022 09:24

I have called that number but always takes to an automated message saying "sorry you still are having issues at (my post code)" and cannot get any further or speak to anyone. No matter what option I pick. There might be an old fault stuck on their system for my account. I tried the WhatsApp support as well, but they said I need to speak to faults. So I am stuck. 

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Tudor
Very Insightful Person
Very Insightful Person
In response to ouduk

on ‎18-11-2022 10:49

Press 2 on the message and you should get through to faults.


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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ouduk
Joining in
In response to Tudor

on ‎18-11-2022 11:10

I am kind of glad I could not connect it, to be honest, because while looking on the forums for how to get a replacement adapter, I found lots of people complaining about old phones and tablets not able to connect, slow speeds, etc. Samsung Galaxy Tab 2019 is one of them and I have it. It seems to be a shambles unless you use just ethernet connections or you use it in modem mode with your own router. I am just hoping they do not automatically disconnect my current hub 3 until I decide to swap once it has received some firmware updates. I am only on the 100Mbps contract anyway, so I will not benefit from Wifi6 or anything. It would be nice to get the power supply anyway for when I go ahead.

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Adri_G
Forum Team
Forum Team
In response to ouduk

on ‎20-11-2022 14:01

Hello ouduk, thanks for your posts and replies on our forum - a warm welcome to our community.

We are sorry to hear about the issues you've had with the hub power supply unit missing from your kit and also how you feel about your new hub 5 capability and device compatibility. 
Please, allow us to explain each hub broadcasts the network in different ways and where it works great for one customer it may not do so for another. The overall quality and signal strength/speed depends on may factors as explained here, any issues related to this can be looked into individually if any occurs.

We'd also like to help with your missing power supply cable, please let us know if you had any help since you last posted here on Friday and if you've managed to get one sent out?
We will be happy to assist and send you one asap if not.
Regards,

Adri
Forum Team

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