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Power cable request

Eileen222
Tuning in

I have received a new hub however the power cable from my old hub 3 does not fit the new one. Can you provide a new one please. Thank you

8 REPLIES 8

Paulina_Z
Forum Team (Retired)
Forum Team (Retired)

Hi @Eileen222,

Welcome back to our Community Forums! Thanks for your post and I'm sorry to hear that you're having some issues with your new Hub! Can you tell us what Hub model you have now?

If it's the same Hub model, you should be able to use the same cable. You can take a look at our Broadband Install page for more information about how to set up your Hub. Just to confirm, are you referring to the black power cable, or the white coaxial cable?

Take a look and let us know if you need any more help or assistance. 

Thanks! 

Paulina_Z
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


Hi no it is a different hub which is why I can’t use the one I have -  I think it is a 4 or 5

Sorry I forgot to say that it is the black power cable

Paulina_Z
Forum Team (Retired)
Forum Team (Retired)

Hi @Eileen222,

Thanks for confirming! If you've received a new Hub, all the needed cables should be provided in the package. However, I'll be more than happy to look into this further for you via Private Message.

Please keep an eye out for an envelope at the top right corner of your Forum page. I'll be in touch soon.

Thank you! 😊 

Paulina_Z
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


Unfortunately no cables were included in the box

Paulina_Z
Forum Team (Retired)
Forum Team (Retired)

Hi @Eileen222,

Sorry to hear that! I'll be happy to help via Private Message. I've sent you a message, so please respond to me when you can. 

If you're having issues with locating your Private Messages, please let me know so that I can help.

Thanks! 

Paulina_Z
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


Paulina_Z
Forum Team (Retired)
Forum Team (Retired)

Hi @Eileen222,

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 cable 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.
Please keep us updated on how your appointment goes and if you need any further assistance.

Thank you.

Paulina_Z
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


Paulina_Z
Forum Team (Retired)
Forum Team (Retired)

Hi @Eileen222,

Thanks for confirming that you're happy with the date and time of the appointment!

Let us know how the visit goes and if you need any further help or assistance. 

Thanks! 😊

Paulina_Z
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs