Forum Discussion

Clachtoll's avatar
Clachtoll
Tuning in
2 months ago

New hub not arrived, but "To avoid loss of service, please install it within 5 days"

Hi everyone, 

Like others, I accepted an offer to upgrade my old hub to a new one, and although delivery was due on Wed 18th Dec, it hasn't arrived.  

I got a text on Wed 18th Dec saying the new hub should be arriving that day, and "to avoid loss of service, please install it within 5 days".  

I haven't had any other messages from VM since, nor have I heard from Yodel.  

Because of the delays being reported here by other users, I'm guessing that the new hub could be delayed by more than 5 days. If that happens, I'm worried that my old hub might be deactivated before the new one arrives, according to the text I got.  

Can anyone confirm:  
1. if my old hub is likely to be deactivated before the new one arrives?  

(If anyone's been in a similar position, with a new hub being delayed more than 5 days, it would be great to hear whether the old one was deactivated or not.)  

2. if my old hub does get deactivated, and I don't yet have the new one, is it simple to get the old one reactivated again if I just call up VM, or will that leave me without service until the new hub arrives?  

Any advice that people could give would be really appreciated. Thank you.  

  • orbscure's avatar
    orbscure
    Dialled in
    2 months ago

    Watching this with interest... today is my 5th day since non-delivery of a Hub upgrade and with nothing received from VM since a delivery advisory text message on the day delivery was penciled in for with the same warning. Guess I'll find out over the weekend... 

    • Clachtoll's avatar
      Clachtoll
      Tuning in
      2 months ago

      Thanks orbscure, since you're a few days "ahead" of me it would definitely be good to know whether your old hub still works next week! (assuming your new one doesn't arrive in the meantime ğŸ˜‰)

      • Robert_P's avatar
        Robert_P
        Forum Team
        2 months ago

        Hello Clachtoll

         

        Sorry to hear of the delays to your Hub delivery, we appreciate you taking the time to raise this with us via the forums and welcome to the community.

        Due to an incident at a warehouse operated by one of our third-party suppliers, some customers are experiencing delays receiving their orders. We are working with our partner to expedite deliveries as soon as possible, have directly contacted those customers affected to apologise and will keep them updated.

        Your current Hub, if active, will continue to work until the new Hub is received, installed and activated.

  • orbscure's avatar
    orbscure
    Dialled in
    2 months ago

    Update of sorts... the good news is that my current service hasn't changed, the old Hub 3 is working and I'm still have broadband... the unsurprising bad news is that I've still not had any new correspondence from VM about the replacement hub... obviously, from reading comments here from other frustrated users, I'm aware of 3rd party distribution issues, but how difficult would it be for somebody at VM to give us an update? They'd be quick enough to chase if payments weren't made...

  • Clachtoll's avatar
    Clachtoll
    Tuning in
    2 months ago

    Thanks everyone.  My old hub is still working, 6 days after the planned new hub delivery date, and that seems to match orbscure's experience too.  

    Robert_P has also posted a definitive answer ("Your current Hub, if active, will continue to work until the new Hub is received, installed and activated."), so that resolves this thread.  

    Thanks again everyone for putting my mind at rest.  

  • Eric_the_Bish's avatar
    Eric_the_Bish
    Tuning in
    2 months ago

    Our much delayed new install has just been completed, but with the Hub 3 rather than a Hub 5, because of this lack of availability. According to the installation engineer the premises next door to the Virgin warehouse processes dangerous chemicals which leaked, requiring both buildings to be decontaminated, which has taken three weeks. Clearly there were no disaster recovery plans in place, or if they were in place they did not work. However, stock is now starting to arrive, apparently, and the good news for you is that upgrades for existing customers are being prioritised over new install customers such as myself 😀🤣

  • sillygoose's avatar
    sillygoose
    On our wavelength
    2 months ago

    "Your current Hub, if active, will continue to work until the new Hub is received, installed and activated."

    NO! I wouldn't bank on it!! Terrible experience from Virgin, yesterday my new hub I ordered turned up, to be honest I had given up on it as it was due ages ago and trying to contact anyone at Virgin was impossible.

    A few hours later THAT DAY my internet went down, nothing coming in at the hub. I ran the service checker that told me I need to replace my hub. Oh great! so Virgin had expired my old hub 4 hours after the courier arrived with the new one.

    I wasn't planning on doing the swap there and then, its Christmas and I am busy! I thought I had 5 days!

    So I installed the new one, I needed it in modem mode as I prefer control of my own router. I logged into the new one, set modem mode OK, but it wouldn't connect to the router until I Googled and found a forum post saying the router only works on port 1 not the fast port on the hub, lots of reboots and config on the router and I was back online. All in all, a bit of a sh!t show by Virgin.

    • Clachtoll's avatar
      Clachtoll
      Tuning in
      2 months ago

      Thanks for sharing that. Glad you got your new hub set up ok - not ideal to be worrying about your internet on Christmas Eve!  

      Your experience definitely doesn't match what Robert_P has advised above, since your old hub didn't "continue to work until the new Hub is received, installed and activated".  

      I can't see how to remove that advice's "helpful answer" mark, but I hope the forum team reply to re-confirm at what point old hubs may get deactivated, and whether Robert_P's answer should be corrected in light of your post.

       

       

      • sillygoose's avatar
        sillygoose
        On our wavelength
        2 months ago

        Thanks, it was an inconvenient time. I am sending back my Hub2 at Virgin's expense, even if they don't want it!

         

    • Dahlia299's avatar
      Dahlia299
      On our wavelength
      2 months ago

      I'm so pleased you shared this! I received my new hub today (ordered 29th November) and my old hub stopped working at midnight! I really don't have time to set up the new hub on Christmas Day, this is so frustrating. So much for having 5days to connect... more like 5hours!

  • Clachtoll's avatar
    Clachtoll
    Tuning in
    27 days ago

    Hi Matt,

    Thanks for your response.

    However, you'll see from posts by sillygoose and Dahlia299 that your advice about needing to activate within 5 days isn't quite right.

    Those users report that their old hubs lost service on the day their new hubs were delivered.

    Please could you double check and confirm, taking into account their posts? Thank you.