Forum Discussion

Henricus's avatar
Henricus
Tuning in
6 months ago

New router unexpectedly sent on contract renewal

All I did was renew my contract, which had expired, but now I have been sent a new router, with a dire warning about losing service if I don't activate within 5 days.

The email I received on the day confirmed I had renewed my Volt M600 Fibre Broadband, but then 2 days later a received a mail that looked like spam, heading 'Re: XSUS Next Gen - XS1000252200', with all the lines starting: dummy="1"> . This was followed a few hours later by a mail headed 'Thanks for making those changes' (what changes? I just renewed my existing contract), and this told me my new package was Volt Gig1.

So, I guessed I had been given a 'free' upgrade, but given that I am too busy to do the required messing about (my Wifi set-up needs a little customisation to get my Chromecast to work properly), I planned to just put the new router in a cupboard until a) I found out more about what I was getting, and b) had the time to deal with it.

However, the box has now arrived with sticker on the front that says 'Plug me in and activate within 5 days (or you will lose service)'.

Please can someone explain what is going on. And when does the 5 days start ticking?

7 Replies

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  • Tudor's avatar
    Tudor
    Very Insightful Person
    6 months ago

    You can only have one hub registered to your account, except for a short period. Hard to say when the 5 days start, just use the new hub. VM staff will take a few days to get to your post and probably the 5 days will be up before then.

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    6 months ago

    You will probably get a request to send the old Hub back to them.

  • Henricus's avatar
    Henricus
    Tuning in
    6 months ago

    OK, thanks for your responses. I'm guessing this is a Hub 5.0, based on other forum posts, although this is not mentioned in any of the emails, and the 'XSUS Next Gen' is not mentioned in any of the posts that reference hub 5.0.

    The customisation I mentioned in the original post is splitting the 2.4 and 5GHz channels across separate SSIDs, so I can force the Chromecast onto the 5GHz one. Does anyone know if I will still be able to do this, and whether I will access the Admin interface in the same way as for the 3.0?

    • Robert_P's avatar
      Robert_P
      Icon for Forum Team rankForum Team
      6 months ago

      Hello Henricus

       

      Thanks for posting in regards to the recent renewal and Hub received, we understand the confusion this has caused and you taking the time to raise this via the forums.

       

      The XSUS will be an online order/renewal, if there were an increase in the speed either by choice or a benefit of the new package a new Hub may have been required to facilitate the new speeds. The new Hub will work in the same way as the old Hub in regards to it's UI and how to access them. There will be a sticker on the back or base of the Hub with an IP to use via browser and the settings password.

  • Fraz56's avatar
    Fraz56
    On our wavelength
    3 months ago

    The exact same thing has just happened to me. I called the “thinking of leaving” team ( always excellent service) as the experience is otherwise just appalling. 
    learned, that although I’m simply taking the offer they gave me as my contract is expiring, I’m getting a new router. A 1gb router. It wasn’t clear when I signed up online which I did to save me talking to them. 
    I wonder how much business they lose if customers have to deal with people who haven’t a clue what they’re talking about. 

  • nodrogd's avatar
    nodrogd
    Very Insightful Person
    3 months ago

    I have seen several posts from renewals on lower tiers than 1Gig resulting in a hub 3 / hub 5 swap out. Makes me wonder if this is targeted in areas where there are known contention issues, as the hub 5 is DOCSIS 3.1 & has access to more transmission channels.

    • Matthew_ML's avatar
      Matthew_ML
      Icon for Forum Team rankForum Team
      3 months ago

      Hey nodrogd, thank you for reaching out and I am sorry to hear you are having some connection issues.

      If you are on a 1GB connection you can only use a HUB5, as these hubs are made for the 1GB connection. 

      A hub3 wouldn't work well at all with a 1GB connection.