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Ron-ski's avatar
Ron-ski
On our wavelength
12 months ago
Solved

Upgrade not happened yet

Is there a staff member on here who can look into what's going on with my recent upgrade please?

On 25 April I accepted an upgrade offer that was shown on my account, moving from M500 to 1 Gig, the email confirmation that I received states my estimated activation date was the 28 April, this has not happened, although I have a hub 3 which I believe doesn't support 1 Gig.

As part of the upgrade I should receive a Hub 5, I've not received any notification about this, are they just slow sending these out?

My account also shows I'm still on M500, but I can't find any info about the upgrade.

  • Lee_R's avatar
    Lee_R
    12 months ago

    Hi Ron-ski thanks for posting and welcome back to our community.

    Sorry to hear that you've not received your upgrade.  I would like to take a look on your behalf. I am going to send you a private message. Please keep an eye on your inbox in the top right of your screen.
    Regards

    Lee_R

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  • Lee_R's avatar
    Lee_R
    Icon for Forum Team rankForum Team
    12 months ago

    Hi Ron-ski thanks for posting and welcome back to our community.

    Sorry to hear that you've not received your upgrade.  I would like to take a look on your behalf. I am going to send you a private message. Please keep an eye on your inbox in the top right of your screen.
    Regards

    Lee_R

  • Ron-ski's avatar
    Ron-ski
    On our wavelength
    12 months ago

    Hub 5 arrived today, installed and flying along at full speed, thanks to @Lee_R for his help.

    Just need to get the upload fixed.......when they change us from RFOG to full fibre.

    • Daniel_Et's avatar
      Daniel_Et
      Icon for Forum Team rankForum Team
      12 months ago

      Hi Ron-ski, that's great to hear 😀 We'll pass on your thanks.

      If you have any further queries, please don't hesitate to contact us.

      Regards,
      Daniel