I received a letter last week stating I must upgrade (for free) to Hub 3.0, or else my broadband will stop working after the 30 April 2017. It stated they contacted before, not as far as I can tell, but that is another thing.
So I go to the url, virginmedia.com/hubupgrade, put in my last name, house # & postcode all of them correct (they have not changed since I joined ~ 11 years ago), click on Choose Delivery Date and then get the message:
Sorry, we can't find you in our system. Please check your details and try again.
I too got a letter and went to the join the free hub upgrade page and got the same message " Sorry we can`t find you in our system " so I called and was was rudely told why are you trying to get this hub, its not for you !, I put the phone down , will not be spoken to by anyone like that. Went to webchat and got Sagar who informed me you wont get it as your on 50mbs and you have a SH2.
So why send the letter and why waste peoples time. Approx over an hr to deal with it. Shame VM your really loosing the plot.
Yeah we tried that too, but still gave the same error message. Sagar at VM said you can get the SH3 if you upgrade to the 200mb gamer !. At this point I was rolling on the floor in hysterics. Please don`t insult us.