Hi, last week we had a call claiming to be from Virgin regarding our low wifi speed. It went on for ages and as we struggled to understand what they wanted us to do we ended it. We then called Virgin this week, as our wifi is very slow, they had no record of the call but agreed it was slow and sent us a new router and booster. Today we’ve had repeated calls asking us if we’ve installed it yet - is this a scam?
VM won't call you out of the blue to tell you of a technical problem with your connection. Your first call was a scam call.
The scammers usually try to get you to install remote access software on a device so they can 'fix' the (imaginary) problem. Once they have control of your device they will normally try to access your online banking (by a variety of different scam routines).
Now they have your number, and you have engaged in conversation with them, it is highly likely they will call back. If they do, just hang up on them without speaking to them.
If you have an issue with your VM connection, place an outbound call to VM yourself using one of the recognised VM numbers.
A VM forum person will reply on here (usually within a few days) and should be able to tell you if there are any follow-up matters to deal with in relation to the new VM hub.
VM cannot directly see your WiFi speed or anything on the customer side of the hub, only your Broadband connection condition. They also will not make unsolicited technical calls. More than likely the initial call was a scam attempt. VM usually expect their disused equipment to be returned, so the ongoing calls may be connected to this.
