Please do not make this out about me being inpatient. I waited for a response.
the issues are..I wasn’t listened too, I was made to feel like I’m trying to get something for nothing and I was told things that are simply wrong. I’ve been on 5 days with this….I spent an entire day, yes, an entire day messaging back, name, address, account number, bank details, bill details and so much more to pass security, I was then given information back - so I clearly passed security checks (why wouldn’t I) the very next day I’m being told I failed the security check’s yesterday so I need to start over. Utter nonsense.
then I’m being told “sorry you find this confusing’… I’m not confused at all, I know exactly what’s going on.
to make matters worse, it couldn’t have been any simpler, the Hub3 was proven to not be strong enough for my property 18 months ago after 5 - yes 5 Virgin engineers tried to get the Hub 3 and the Hub 4 to give adequate WiFi for my home, they couldn’t, they decided to upgrade to the Hub 5 and hey presto full speed WiFi all over the home. And it was great for 18 months until I was forced to change it back to the Hub 3 when we took out a new contract and guess what…. Poor WiFi from the Hub 3 (yes it may work in certain homes but not mine, I wish it did but it doesn’t) …. I simply asked if they could be swapped back…. That’s it…. Simple…. Common sense, put the Hub 5 back just like the 5 Virgin engineers told me to do 18 months ago.
so why all this hassle, why am I being told the Hub 3 I have is perfectly fine? Why am I being stalled by Virgin saying I haven’t passed security checks (that took all day remember!) when I actually did.
I have hated every second of this process, I just wanted a simple fix, and I knew what the simple fix was but I needed Virgin to carry it out, why did you make it this hard and frustrating?