Broken hub

[Catrina_p]

I received a new hub 5 on Wednesday but it us broken already. Worked at first but now no power. Is tgis something i can get virgin to handle as i already had to pay for this one?

[goslow]

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@Catrina_p wrote:

• I received a new hub 5 on Wednesday but it us broken already. Worked at first but now no power. Is tgis something i can get virgin to handle as i already had to pay for this one?

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You need to phone it in as a fault/'total loss of service' for VM to remedy.

Once you have done that, keep a track of VM's efforts/timescales to resolve as you will potentially be eligible for compensation for a TLS

https://www.virginmedia.com/help/billing-and-payments/automatic-compensation

[Client62]

Sagemcom have excelled this time. - They always were a maker of garbage gear.

The later hardware version of the Hub 5 has all the firmware faults of the first but now regularly fails within a week.

[Tudor]

The primary place to report faults or for service requests is 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.