I spoke to an agent online last Thursday as my hub had zero lights on. They said they would get new equipment delivered out to me and would take 3-5 days. Tomorrow is 5 days obviously as we had the weekend. But I’ve had no confirmation or emails about anything being ordered or being delivered. I’ve had no internet for a week tomorrow and would hate to think the equipment hadn’t been ordered and it was going to take another week.
It often happens that phone staff promise equipment that doesn't come. If it has been ordered it will show on your account. You may have to wait until a staff person picks this up.
Remember you will be entitled to daily compensation from 48 hours after you reported it until you receive the new Hub.
See...
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https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/costs-and-billing/automatic-compensation-need-know
https://www.virginmedia.com/help/automatic-compensation
https://store.virginmedia.com/the-legal-stuff/terms-and-conditions-for-fibre-optic-services/automatic-compensation.html
Hi there Misstoni
Thank you so much for your post and welcome to the community forums, it's great to have you here.
I am so sorry that you have faced this issue with your service and your expected delivery. I would be happy to take a closer look into this with you via a private message.
I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.
