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hiace_drifter
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Message 1 of 17
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new customer on 28th dec, hub has failed already

Our 3 day old hub has switched off and wont power up. tried new fuse, different socket, reset button,  etc, nothing. No lights. My wife and I are keyworkers and need to work from home. Not good!

i messaged 07533 051809 5h 30mins ago ... no reply (apart from automated bot saying i was in a queue).

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-tony-
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Message 2 of 17
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Re: new customer on 28th dec, hub has failed already

you dont mention the small power switch on the back of the hub - easy to miss - see if that is set to on

other than that you need to speak to them - staff will pick this up here but it will take a few days at best

____________________

Tony
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hiace_drifter
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Re: new customer on 28th dec, hub has failed already

Hi, yes tried that thanks.

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jbrennand
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Message 4 of 17
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Re: new customer on 28th dec, hub has failed already

Call it in asap - although 08.00 is the best time to get through with minimal wait time (09.00 on Sundays)

--------------------
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.
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hiace_drifter
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Message 5 of 17
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Re: new customer on 28th dec, hub has failed already

How do I arrange refund for no internet access for 7+ days, plus having to use mobile data for that time?

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Z92
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Message 6 of 17
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Re: new customer on 28th dec, hub has failed already

The compensation is automatic and will be added to your next bill once your internet access is restored. 

https://www.virginmedia.com/help/automatic-compensation

  • £8 per day for a total loss of service after 2 full working days from registering the loss of service to us
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Anonymous
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Message 7 of 17
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Re: new customer on 28th dec, hub has failed already

but you will not get anything for the mobile data used
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hiace_drifter
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Message 8 of 17
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Re: new customer on 28th dec, hub has failed already

Do the first two days get compensated for if they're part of a 3+ day period?

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Anonymous
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Message 9 of 17
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Re: new customer on 28th dec, hub has failed already

no its only past the first 2 days
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Gaz82
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Message 10 of 17
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Re: new customer on 28th dec, hub has failed already

If you need to rely on broadband for work, have you considered Virgin Media Business instead?

Their SLA is a lot lower than home broadband which may be more suitable for you.

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