Forum Discussion

meraip's avatar
meraip
On our wavelength
5 months ago

New Install and wrong starter kit ( Hub 3 instead of HUB 5 ) Pls help

Hello, to my surprise after sometime, I have finally received my starter kit however the previous owner has Hub 5. Today I received a Hub 3 Starter kit, so I have gone backwards.

I do not want to start it until I have the Hub 5 Starter kit. Can the pre-install team send the right one immediately please as it seems the warehouse issue might be getting sorted.

I direct messaged on another conversation on this forum Carly as asked if you have not received a starter kit pls contact us. I received a uncalled for DM back not contact them unless specifically asked to do so!!! Wow!

Can a forum team member sort this for me. I look forward to hearing from you urgently.

 

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  • RetiredATCO's avatar
    RetiredATCO
    Up to speed
    5 months ago

    I direct messaged on another conversation on this forum Carly as asked if you have not received a starter kit pls contact us. I received a uncalled for DM back not contact them unless specifically asked to do so!!! Wow!

    Hardly surprising, unsolicited DMs are not the way it works.

    Does the service you have ordered actually require a HUB 5?

    Do you have XGS-PON or DOCSIS?

     

    • meraip's avatar
      meraip
      On our wavelength
      5 months ago

      It’s 500MB which will be Volted to 1GB. What do you think?

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    5 months ago
    meraip wrote:

    Hello, to my surprise after sometime, I have finally received my starter kit however the previous owner has Hub 5. Today I received a Hub 3 Starter kit, so I have gone backwards.

    I do not want to start it until I have the Hub 5 Starter kit. Can the pre-install team send the right one immediately please as it seems the warehouse issue might be getting sorted.

    I direct messaged on another conversation on this forum Carly as asked if you have not received a starter kit pls contact us. I received a uncalled for DM back not contact them unless specifically asked to do so!!! Wow!

    Can a forum team member sort this for me. I look forward to hearing from you urgently.

     

    If the Hub3 is suitable for the service you are on, VM will consider your contract has started and that a Hub5 would need an 'upgrade'. Your only recourse would be to invoke the 14 days cancellation. 

    • meraip's avatar
      meraip
      On our wavelength
      5 months ago

      VM quick install kit installed, however, it is not picking up the new router or activating the new service from the existing from the previous account holder. 

      The new installation and manage appointment said 6 Dec but has since disappeared and is blank.

      My new contract cannot start although the internet is working. Will this mean the previous account holder will get charged?

      it’s just one problem after another!!

      Any advice.

      • jbrennand's avatar
        jbrennand
        Very Insightful Person
        5 months ago

        Have yo checked on the equipment activation number on - 0800 953 9500 (follow options) and check with them that the Hub has been activated on your account.

        You will need to hand, the Model numbers, serial numbers/MAC addresses off the barcode stickers of ALL pieces of kit and also your account number

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    5 months ago

    There are always problems with a quick contract change.

    The previous account holder will be charged until their contract has been closed after the 30 days notice has expired. VM will want the equipment returned to them, or they will charge for it. 

    The new account cannot start until the old one when has finished because there cannot be two accounts at the same address. There also used to be a break of 14 days between accounts and this caused problems for the new user. I don't know if this is still applied.