Forum Discussion

DeborahForum's avatar
DeborahForum
On our wavelength
10 months ago

Keep Hub5 from old account and remove new Hub3 ?

Hi ive started a new post on this subject as I haven’t had a response from a Virgin Employee on my other post which I’m hoping to do please. Up until last week, March 31st, we had M250 18 month cont...
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  • -tony-'s avatar
    -tony-
    10 months ago

    as you have found out staff here cannot help - infact reading the post above it suggests that they dont even bother to read the thread 

    imo your only option is to start the cancellation process - that may concentrate minds and get someone to activate the hub5 rather than let you leave - but be aware you have 14 days only from the time the account went active to give notice - from that point you can then negotiate with them to get what you want or leave

    as to the Virgin salesman he/she has one object in mind - to sign you up and get whatever commission that gives - lies - mistruths - exaggeration of whats possible is normal as long as you sign - from other posts on here they then disappear like summer snow when what they promise is not part of the deal - if they gave you a contact number you can try that but expect nothing and you wont be disappointed 

DeborahForum's avatar
DeborahForum
On our wavelength
10 months ago

Hi, just connected our new fibre this morning, hub 3, (we previously had a hub 5, same home, but under my partners name) after connecting the hub 3 one side of the home is great, the other side is not good, after buffering watching iPlayer, ran speed tests, it can be as low as 5 Mbps.

2 questions..

I am a virgin media and volt customer, the app isn’t showing me how to get a pod.

I already have 2 pods from a previous virgin media account, can these be configured to work with the new fibre that was installed today? Or do I need to ask for new ones? I also have a hub 5 from the previous account, can this simply be configured to work with the new connection and replace the Hub 3.

Everything worked great on the hub 5, but I’ve been forced to replace it with the Hub 3 with the new contract and now have the WiFi issue.

*long story short, can the hub 5 be configured to the new connection and put back in place of the new Hub 3 as it worked perfectly. This will be the quickest and easiest solution hopefully.

thanks

Deb

  • newapollo's avatar
    newapollo
    Very Insightful Person
    10 months ago

    Hi Deb,

    The hub 5 and the pods from your previous virgin media account under your partners name are paired to that account and can't be used. They should have been returned to VM when that account was cancelled.  You should have been sent returns packaging to send that equipment back.

    Failure to return the equipment means your partner faces additional charges - see the screenshot below from the Non Returned Equipment subsection on the /virginmedia.com/legal/price-guides page.

    Please see < this post > on how to use the connect app to order your pods.

    • DeborahForum's avatar
      DeborahForum
      On our wavelength
      10 months ago

      There is no returns mail, details, box, nothing?

      do I just post it in a box and write “virgin” in the front and hope it gets there?

      What do I do about the hub 3 only covering half of the house? I have used the connect app, got speeds as low as 1 Mbps now, got message saying POOR on the app but absolutely no where to click to order pods, it says sign into virgin media , which I also did and there’s loads of info on the pods but again nothing on actually ordering one?

      I understand the Hub5 and pods we have at the moment are configured to the previous account, I’m asking if they can be simply re-configured to work with the new account, setting up a router is a few minutes work, this would mean I have a fully working WiFi signal as I did upto 2 days ago when I swapped the Hub5 for the Hub3 which is only managing to cover half the home and not great speeds over WiFi on the side that it is covering.

      im looking for a simple fix if possible rather than dragging this out with phone calls to virgin media and explaining over and over.

       

      • DeborahForum's avatar
        DeborahForum
        On our wavelength
        10 months ago

        Could I get a response from a Virgin Media member of technical staff please, I’m sure this issue could be sorted quickly and easily. Thank you