No power supply with Hub 5

[barefoot82]

Hi!

I joined VM recently, and were sent a Hub 3 for the 500 service.  Since my other half is an O2 customer we added that to the account to get a Volt boost to 1gb - then VM realised they needed to send a new Hub out, so they sent out a Hub 5, but didn't include a power supply or any extra cables (the power barrels are not the same, so just can't use an old one)

I called up last week to get one sent out, and was told to ignore the 5 day warning of needing to change over - and was reassured it would be OK, even after saying that we needed it for work, and being promised it wouldn't lose service.

Today, I lost service - and the Hub 3 has been removed from my account, and I still have no power supply for the Hub 5.

I have spoken to VM support and they have referred me to the Quickstart team - but have no contact details for them, and I am stuck in limbo - with people at home having to use mobile hotspots for work (and chomping through data allowance).

Is there any way to contact the quickstart team - and maybe get them to ask a local engineer to drop a power supply off to get us up and running? 

[barefoot82]

Hi

I joined VM recently, and were sent a Hub 3 for the 500 service.  Since my other half is an O2 customer we added that to the account to get a Volt boost to 1gb - then VM realised they needed to send a new Hub out, so they sent out a Hub 5, but didn't include a power supply or any extra cables (the power barrels are not the same, so just can't use an old one)

I called up last week to get one sent out, and was told to ignore the 5 day warning of needing to change over - and was reassured it would be OK, even after saying that we needed it for work, and being promised it wouldn't lose service.

Today, I lost service - and the Hub 3 has been removed from my account, and I still have no power supply for the Hub 5.

I have spoken to VM support and they have referred me to the Quickstart team - but have no contact details for them, and I am stuck in limbo - with people at home having to use mobile hotspots for work (and chomping through data allowance).

Is there any way to contact the quickstart team - and maybe get them to ask a local engineer to drop a power supply off to get us up and running? 

[barefoot82]

I just realised I posted in the wrong section - doh.  I am going to post in Quickstart instead......https://community.virginmedia.com/t5/QuickStart-set-up-and/No-power-supply-with-Hub-5-lost-internet/...

[Molly_T]

Hi Barefoot82 👋 Welcome to the community forum!

Thanks for posting! Sorry to hear about these issues with a missing power supply. We will just need to send you a PM to confirm a few account details so we can arrange getting one to you. 

I will do this for you now - you can find the PM in the top right corner of the page in your Inbox. 📩 We can then return to this public thread with another update when possible. Thank you for your patience in the meantime!

Wishing you all the best. 🌞
 

[barefoot82]

I have replied to your DM.  Still no power supply.