Long story short, I've had to open a new account to get a better deal on the package we have (despite us only having the account for a few days and both being new customer deals).
The "old" router is a hub 5. The router they sent me is a hub 3.
Is there anyway I can get my old hub to work instead? Reading on here I've seen that they're Mac addresses to the account.
Nope.
I also doubt understand your first paragraph.
I don't believe the Activation Team will re-activate a Hub from a different a/c.
Expect VM to request the Hub 5 be returned & to charge a fee if the Hub 5 is not sent back.
Have you cancelled one account and opened a new one in another name to get a fresh new customer deal? If so you have found the standard drawback that they will want to old equipment back.
Last time I had to return VM equipment, about 2 years ago, they specifially stated the MAC address of the Hub they wanted back.
Hi aaiuap1,
Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐
When cancelling an account, any equipment you have would be requested back. Failure to return the correct equipment would result in a charge. For a Hub 5, the charge is £75.
We would not be able to activate the hub 5 to work on the new account. You would need to use the hub that's been provided with the new package.
Thanks,
