Forum Discussion

stevej47's avatar
stevej47
Up to speed
9 days ago

Upgrade from M250 to 1G

I must say, things have changed at Virgin. What should be a fairly simple process has taken up too much of my time.

The Hub5 arrived on Thursday. I attempted to install then but after 45 minutes of the job flashing blue, I returned to the old hub. I then tried again on the Friday, but after a further two hours of blue flashes, gave up and your online system said I needed an engineer. Booked for Monday. 

Sunday arrives, as does an email to say my system has been running over the weekend so engineer cancelled! The time I had arranged to be at home for said visit is still booked!

I went on your messaging system earlier and that took 30 minutes of my life away with the individual taking showers in between typing a few words. Ended up closing it, as it was pointless.

Can someone from Virgin sort this or cancel my upgrade please.

7 Replies

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    • stevej47's avatar
      stevej47
      Up to speed
      9 days ago

      Hmm, I just read another member's post on this and they had to ring that number. There is absolutely zero documentation with these hubs, but the one leaflet inside mentioned nothing of calling to activate - nor did the online chat star who seemed to be working from their soapy bath. 

      I will try this later. Football is on at 12pm and I ain't risking that being affected :-)

      Thanks

      • Adduxi's avatar
        Adduxi
        Very Insightful Person
        9 days ago

        If you are still using the old Hub, then the other is not activated.  As noted above, you will need to call the activation number.  Hopefully the old Hub is not taken offline in the middle of the match ;-)

  • Cardiffman282's avatar
    Cardiffman282
    Wise owl
    9 days ago

    In fairness to the live chat agents they have to manage loads of chat sessions simultaneously hence the long delays. I agree it still makes for a rubbish experience. 

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    9 days ago

    They said your service was working because the old Hub was in operation. They can only activate the new Hub when you have it connected, so you lose your service. You'll need to reconnect the new Hub in the morning, just before calling the activation number.

  • stevej47's avatar
    stevej47
    Up to speed
    9 days ago

    I get that I need to activate now, but why does Virgin Send out a hub with a leaflet telling you to disconnect old, connect new, and wait for it to setup? Absolutely no mention of needing to call to have new activated.

    • carl_pearce's avatar
      carl_pearce
      Superstar
      9 days ago

      Based on the volume of recent posts about similar issues, I assume the automated process is not working.