I have had an email stating that my hub can be upgraded from hub 3 to hub 4 at no extra cost. The email says click here to get it now, but when I click the link it sends me to the service status page and there is no option to order a hub. I tried talking to someone on the chat window but they said I can only have one if I pay to upgrade. Am I missing something??
Sure this was an email from VM ?
A Hub 3 would be running at just over half speed on M600.
It is definitaly from them as the link takes me to Virgin Media
I got the same email today, and I had exactly the same experience when I clicked the link. I eventually got through to someone on the phone (what a performance!), who told me that I would have to upgrade my package in order to get the Hub 4. I read the email to them and after much kerfuffle the person said she would order one for me without charge (and without upgrading my package). This all took nearly an hour. So I wait and see. However, having checked on the VM website, it does indeed say that the upgrade from Hub 3 to Hub 4 is available only with a package upgrade to Gig1. So I guess they're send these misleading emails to customers with Hub 3 in the hope of pushing us into a package upgrade.
Well done on getting yours sorted. The email clearly says that I do not need to upgrade. Here is what it says:
We're always looking for ways to improve your service, and we've noticed you've got one of our older Hubs. So, we'd like to offer you our Hub 4 - at no extra cost.
It's designed to work with faster speeds, and comes with self optimising Intelligent WiFi as standard - regularly checking your WiFi and choosing the least busy connection for you, so you can always enjoy fast and reliable WiFi around your home.
There's no need to change your current package - we'll simply send you the Hub in the post.
Claim yours as part of your broadband service
Yes, I got the identical wording. But the people on the phone clearly don't know about this offer!
So VM Mod team is this for real ?
I suspect it is real, but a figment of VM’s marketing people’s imagination* who often generate ‘campaigns’ or ‘offers’ without actually making sure that they can be honoured. Or indeed if anyone else in the company is aware of it or whether any mechanism is in place to deal with it? Been like it for a while, this isn’t new.
* or the ‘colourful crayon department’ as I like to think of them!
Me too. I couldn't be bothered talking to someone over the phone, so I just raised a complaint! They replied to say they had no record on my account of being eligible for a free hub upgrade, but asked me to send them a screenshot/pdf of the email, which I did.
I will let you know when I hear back.
Update on my earlier replies: I got a text message from VM today to say a new Hub 4 would be delivered by Yodel on Monday (16 June). So if anyone else gets this email and wants a new hub, and is willing to go through the hassle of contacting VM by phone and trying to convince the poor operator that you really did get offered this hub free of charge, then that's the probably the best way to do it. Good luck!
I have just had another Email with a working link. Hub has now been ordered :)
