Faulty pod
I have recently had VM fibre broadband installed with a Hub5x and two pods. Both pods worked fine for a time, but one of them now refuses to connect to the Hub. I have moved this pod to several locations, including in the same room as the Hub. When I restart the pod it goes through the start-up sequence (judging by the lights), but it get stuck on the pulsing white light. The VM Connect app shows both pods, but tells me the faulty one is offline ("We couldn't find your WiFi Pod") The Pod is plugged in and I have positioned it in a place where it should see the Hub. I'd be grateful for any advice as to next steps.Wayleave Support Urgently Needed!
As many others have said, I am having a nightmare getting full fibre installed due to a wayleave issue. I was due to have WiFi installed Monday morning. However, when the engineer arrived, he said he wasn't able to complete the installation due to the location of the cabinet which required channeling some cables underneath our neighbours garden. He said that I would need to acquire wayleave permission from him and contact the wayleave team at mailto:residentialwayleave@virginmedia.co.uk. Immediately after, I went and spoke to my neighbour who is an 89 year old man, and he very kindly said he had no issue granting us wayleave. Online, I found this form (https://www.virginmediabusiness.co.uk/pdf/help-and-support/singleaccessagreementexample.pdf) which I got him to sign and I then scanned it and emailed it to the wayleave team. They replied later that day saying that it was the incorrect form and that that they required his email address to contact him. Due to his age, he isn't particularly tech-literate, so I asked them to send me the correct form instead so that I could print it off, get him to sign it, and then email it back again. They insisted this wasn't possible, nor indicated what the correct form was. The wayleave team then followed up today saying that they cannot proceed with our wayleave request (despite us already having permission from our neighbour), as the account and install had been cancelled. Based on this, I would need to contact the Customer Care Team. I then called the Customer Care Team and explained the issue and they said that they could not process a new installation at the property had been marked as 'Requiring Wayleave'. Therefore, an installation cannot be booked until wayleave is granted. This is deeply, deeply frustrating as we have wayleave permission from our neighbour, but Virgin Media are making the process as difficult as humanly possible. Please can someone from Virgin help me with sorting this request. I desperately want to pay you for your services and get our WiFi setup. This shouldn't be as difficult as it is given our neighbour is fully cooperative!No internet connection
Have just reconnected my WiFi hub 3.0 with new cables after a property move and it is showing as having no internet connection. After checking service status it is saying that it isn’t installed. White light is on at the bottom but WiFi and arrows lights are not on. Cannot get through to anyone on the phone at this moment.Feasibility of second modem setup
I currently have a VM package with Broadband, TV and Line Rental. I'm out of contract and I don't want the TV or Line Rental any more, but am wondering whether it's feasible that I can repurpose the coaxial cable that previously connected to the TV box, to connect to a second modem? I could then use that second modem as a more isolated setup for working from home. Is that possible? Secondly, in terms of acquiring said second modem, would I need to get one direct from VM or can I buy externally, and if the latter, are there any type/features/specs I need to be aware of from a compatibility perspective? I'm currently on a 500Mbps speed (contemplating upping to 1Gb anyway) and as a point of reference I think my current modem is a Hub 3.0. p.s. I'd probably prefer a combined modem-router for the second connection. If all that is possible I'll no doubt still need to explore whether I can drop the TV option in my package, but still use the 2 cables - so many things to think about! All advice greatly appreciated!No Internet and repair date is being pushed
I haven't had internet since Wednesday. The system keeps pushing back the date. I need internet for work and have no idea what is going on. First it was supposed to be fixed on the same day, then two days later and now a week later. I cannot reach any customer service support. What is going on?Hub 5 connection dropping?
Hey. I'm using a Hub 5 on a Gig1 connection, and have a weird issue. My connection will drop without warning, yet the status light on my hub will remain solid white. My phone (attached to the hub) will have a dialing tone yet I cannot successfully dial out or receive calls. I am able to address the hub's web interface and its network status reads "connected" etc. Occasionally it will come back on its own after a matter of hours, but usually I have to reboot or power-cycle the hub to get it to reconnect, after which it will work fine for a few hours. Rinse and repeat. Here's hoping someone can help shed some light on this most peculiar occurrence.WiFi Hub not arrived after 2 attempts
I have ordered the hub twice now and we still have had no delivery The first time I ordered it when signing the contract and everything looked fine, we got a message from yodel telling us it was on the way and it would arrive on Sep 1 at 18:35, we had 4 people in the house all day and had no knock at the door. Yodel claimed they had delivered the parcel but left no photo or any notes. We checked with our neighbours who also hadn't received it. I called Virgin on Sep 3rd and they confirmed they had the correct address and they said they had re-ordered another hub for us and it would take 3-5 days. I waited and then called again on Sep 8th as it had not arrived and I was told to wait longer and that I would only know what day it was going to arrive on that same day via email and I just had to hope that somebody was in the house that day. It's now Sep 12th and I haven't had any emails or texts about its delivery, I'm not even 100% sure if it's on the way. I'm not sure what else to do now. If anyone could please help that would be greatly appreciated. Many thanks, EdIntermittent signal
Hi, I’m after a bit of advice. i have a hub 5, 1 gig connection. i use my van hub 5 as main box, but also use a deco mensh upstairs to boost signal. I haven’t had any problems with this setup for around 2 years, until now . i received a text and email last week from VM advising of a slow connection problem at my address. I followed the instructions, reset and restarted the hub, but problem remained. i phoned customer service, they also ran a reset restart test and booked an engineer visit. They arrived Monday 8th September. The engineer initially couldn’t see any problems. He said the hub was fine and that they rarely have faults, he has only ever had to replace 2?! The connection box inside the house was fine along with the connectors. He checked the box outside the house and said that one of the connectors was about 1mm shorter than he would normally make them and that he has replaced it as this was causing the issue. I asked why it would suddenly be an issue now when it has worked fine for past 2 years and nobody has been near the exterior box or could have bumped it. But he couldn’t really answer. Was advised to give it 40 mins to an hour to settle down again, but showed me his device and that the speed was back up to 1145. After a little pressure he agreed that he would log, when he got back on his van, that a technician who can access the exchange also visit and check things over. This would probably be in 48 hours and that they wouldn’t need access to the property. i check again about 4 hours later and the speed had dropped down to 91mb download speed again. i phoned customer service again on the 8th, the advisor was surprised an engineer had been out as the hub hadn’t been restarted in 4 days. They again ran test and I completed a reset / restart and a power off. Finally resulting in the speed returning to 1145. This remained the same when I check around 8pm on the 8th. Today, the 9th, I ran a quick speed test this afternoon to check all good, but speed back down to 91mb! I checked my online account and it was still showing, intermittent signal error . i phoned customer service again, but this time got a very unhelpful advisor. They insisted that a new engineer had to visit to check the cables, connectors and hub to determine the problem. I advised they did this yesterday and that the engineer had agreed to log a technician to look at the exchange. I gave the advisor the engineers ID number, but apparently that doesn’t help. After several repetitive explanations of the engineer had already done these checks, the issue must be external in the exchange they agreed that they had booked a technician for Monday 15th. They wouldn’t need access to the property and that I should receive an email or text when they have been. I haven’t received and communication confirming this from VM, is this normal? I have also logged back into my account tonight to check if the ”intermittent signal error “ is still showing, but now it just shows I need to book an engineer visit. am I going mad, I haven’t got any faith that this is going to be resolved or if the advisor even booked a technician. He originally told me, several times, that that wasn’t a checkbox on his system, he could only request an engineer house visit. It was only when he disappeared for a minute and then retuned saying he would book a technician to check the exchange. I’m just after any advice if anyone else has experience with similar problem and what my best route to take is? im sorry this post is so long, but if you made it to the end, thank you 😂😀
