So i upgraded to 1gig and wanted to take advantage of the wifi 6 but VM has refused to send me a Hub 5 saying my Hub 4 is good enough, Hub 4 lacks the 2.5G port to use the full speed im paying for and has no wifi 6 has anyone had any luck getting a new hub?
Yup its sad😞
How recent was this? You could try using your 14 day cooling off period as leverage with retentions.
Sharpey wrote:So i upgraded to 1gig and wanted to take advantage of the wifi 6 but VM has refused to send me a Hub 5 saying my Hub 4 is good enough, Hub 4 lacks the 2.5G port to use the full speed im paying for and has no wifi 6 has anyone had any luck getting a new hub?
Were you out of contract before upgrading? If so, threaten to cancel as you are in 14 day cooling off period.
Why should you pay for GIG1 and get inferior equipment when new customers get the HUB5 and VM have said to date that "only GIG1 customers can have the HUB5" (and even other existing customers have managed to get a HUB5 on lower tiers). Quite rightly, if you need the 2.5gbps port (as GIG1 is OVER provisioned and can get 1230mbps if you don't have an old style signal attenuator fitted or have the newer signal equalizer fitted) or you want the AX WIFI 6 capability. Obviously for LAN devices getting over a GIG, you'd need you own router that has 2.5gbps or faster ports, or a compatible switch/hub and you'd use VM's HUB5 in modem mode as it only has 1gbps LAN ports on it except for the one 2.5gbps port.
I wouldn't put up with it, raise a complaint as the first stage as quickly as possible - not sure how far into 14 days cool off.
It's a classic VM "customer service" tactic of delay you until the 14 days cool off has expired then they won't have to do anything.
I have made a complaint so see what happens im not hopeful to be honest
Just one of the many reasons why Virginmedia has the worst customer service ratings in the business.
And they really don't care!
Hi Sharpey thanks for your post here in the Community, although we're sorry to hear of your concerns raised.
It is true that customers on the 1GB will receive either a Hub 4 or Hub 5, and both Hubs are capable of receiving the guaranteed speeds for the 1GB package, we do not guarantee customers will receive a Hub 5.
However, as you've mentioned you've made a complaint we'll see if there's anything we can do to resolve this.
Please expect a PM from me to arrive shortly and respond directly when you can!
Many thanks
You couldnt make this up.... i get a reply from the complaint which says GIG 1 customers are eligible for the Hub 5 and to speak to support with the proided link.... just done that and they are refusing again.
Im sick to death of this virgin you lot are totally useless
Hey, come on now. I won't hear a bad word said against VM support. I think they do a great job. They're chucked in at the deep end with obviously no training or clue about the products they're supposed to be supporting, they get paid a pittance and they have to take insults all day long from armchair lawyers. I think we should all give them a break and maybe even thank them once in a while.
I recently refused to recontract because of this very issue. As soon as I've an alternative available, I'll be off as well. I know I'm going back, just a few years but bring back Telewest!
