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cdh64
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unable to order free hub upgrade vie website

Hello

I  received the letter advising me to upgrade to the superhub  by 30th april  but had completely forgotten about it until now.

When I try to fill out the hubupgrade webpage  I am prevented from completing the form due to the fact that I am probably the only person in the UK without a mobile phone, and the website has no option to allow you to use a landline number instead.

Is there any other way of getting this completed?

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Superuser
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Re: unable to order free hub upgrade vie website

Either wait here for advice from the Forum Team later in the week or phone in on 150 (VM fixed line) or 0345 454 1111 (option for Broadband faults). Do this after the weekend or you'll only get the overseas call centres.


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Superuser
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Message 3 of 7
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Re: unable to order free hub upgrade vie website

I would try putting your home phone number in and seeing what happens.

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cdh64
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Message 4 of 7
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Re: unable to order free hub upgrade vie website

I tried that of course.

the page refuses to accept anything other than a valid mobile number.

Odd really, since if you answer a landline call from the delivery firm then you are by definition at home and able to receive the delivery.

Which I assume is the sole point of having you enter a phone number in the first place.

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cdh64
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Message 5 of 7
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Re: unable to order free hub upgrade vie website

No official reply to this query  so far  and time is running out

looks like I'll have to hope i can get some response from  the 150  or be

cut off  on the 30th april

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Forum Team
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Message 6 of 7
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Re: unable to order free hub upgrade vie website

Hi cdh64

Thanks for getting in touch with respect to the online upgrade option for the hub.

My apologies about the delay in getting to you on the forums. Each time you post on the thread it basically bumps you to the back of the queue as we work on latest post date order so my apologies that we have not picked this up for you before now.

There is a way to bypass this on the system if you do not have a mobile number.

I'm going to send a PM to you to advise on how to get this done. You can find this in the purple envelope next to your forum name Smiley Happy

Hope to catch you soon!

Karen_A
Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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Forum Team
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Message 7 of 7
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Re: unable to order free hub upgrade vie website

Hi cdh64

Thanks for getting back to me with your PM and I'm glad you have already got this sorted Smiley Happy

Keep us posted on how things go once you get your new modem.

Don't forget we're here if you need us for anything else, and we always do what we can to get things sorted Smiley Very Happy

Take care and have a fab day!

Karen_A
Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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