I received an email , saying my Hub is old which i have complained about in the past and it said i could order a Hub 4 free of charge
So i took the offer and received today a HUB 3 , how do i complain about this without phoning and spend listening to someone trying to sell me a new contract...
I too have been offered a free hub 4 and want to confirm that this will not place me in a new contract
Hi Kris60
Welcome to the Community Forums.
Sorry to hear you've received a Hub 3 when you agreed on an offer for an upgrade to the Hub 4.
We can certainly raise this complaint for you on our side and investigate this further. Please join me on private message so I can locate your account and pass account security. You can see your private messages at the top of the page, in the envelope icon or if you're using a smaller device, you can see your private messages by clicking on the Virgin Media logo at the top right and selecting 'Messages' from the drop down.
Hello Chris,
We’ve noticed you’ve got one of our oldest Hubs, either a Hub 1, Hub 2 or a Hub 2 AC.
Although they still work, they no longer receive security updates. The UK Government has updated the law about telecommunications networks and keeping you safe online, and we need to offer you a free Hub replacement.
The good news is, our Hub 4 is more secure, faster and offers improved power consumption. And it works brilliantly with the Virgin Media Connect app, so you can easily manage your WiFi network. Plus, the self-optimising Intelligent WiFi regularly checks your signal, then picks the least busy connection – giving you fast and reliable WiFi.
Order your Hub 4 today. There’s no need to change your current package or sign a new contract. We’ll simply send the Hub to you in the post.
Order now
Until next time,
The Virgin Media team
VM logo
Only available in the UK to selected Virgin Media BB customers who have been directly invited by e-mail to receive the offer. Hub 4 requires self-installation and is only available via home delivery. You won’t be charged for this. Technician visits aren’t available. You can choose a delivery date online, and we’ll email you an order confirmation. Delivery dates are subject to availability and could take over 30 days during busy periods. If we can’t provide the date you’ve chosen, we’ll deliver on the next available date and confirm this by email. To activate the Hub 4, please follow the instructions provided. Your existing Hub must be returned according to the instructions included with your Hub 4 and will be automatically deactivated six days after the agreed installation date for your new Hub.
Thanks for the update Kris60, Apologies that you have got a Hub 3 in place of the Hub 4, without looking into this we would not be able to give you an answer but we would like to bring you in for a private message so that we can investigate and update you. Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
Thanks.
Sabrina
