Basestation onboarding

[KarlaG]

I just had the worst customer service ever.  I was trying to hook an older model smart hub to my new wireless router provided by a new company.  I first chatted and tried to fix it with person #1.  I was told to uninstall and reinstall app after numerous other attempts.  That disconnected the chat with #1.  I then got #2 who wanted me to do everything all over again even though I explained I had done it all, but I did it again.   No fix.  He then told me he would have someone call me to give me a good deal on new equipment.  When I got the call it was someone quite difficult to understand.  He wanted me to redo everything #1 & #2 had me do.  He started asking me about my router and I could not understand what he was saying or asking (because of a strong accent).  The jerk actually asked me if I could get my husband to help!!!!  I told him in no uncertain terms that my husband understands way less technology that I do and no there is nobody that can help me understand what he was asking.  I told him we were DONE and hung up.  How rude.  It makes me want to throw everything away and go with a different company!  

[StephenB]

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@KarlaG wrote:

 I was trying to hook an older model smart hub to my new wireless router provided by a new company.

Normally all you need to do is connect the hub to one of the router LAN ports.  No need to remove it from the account and re-install.

What model is the hub? (Note there is a VMBxxxx label on it).

Are you seeing the hub listed in your router's attached device list?