Forum Discussion

btriplem's avatar
btriplem
Joining in
2 months ago

Conflicting messages on Hub Upgrade

HI there,

I'm trying to renew my contract, I'm getting conflicting messages on hub upgrades, and the customer service line is as much use as a chocolate teapot.

If I log in on desktop, I'm offered upgrade packages to speed.  I'm currently a M350 customer and I'm being offered M500 or 1Gig.

If I log in on mobile, I'm being offered the M500 upgrade, or an upgrade to my hub from 3.0 to 5.0.

When I spoke to an agent on chat, they told me that I could only upgrade to Hub 5.0 on a 1Gig contract.

Can someone confirm if that's true?  I'm more interested in a hub upgrade because my current connection, as good as it is, suffers semi-frequent 'blips' in connection that are becoming frustrating

hub3.0
Hub5
renewal

6 Replies

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  • btriplem's avatar
    btriplem
    Joining in
    2 months ago

    Sorry, should have added the HUB upgrade to 5.0 offered on mobile states that I'll keep the same speed as I currently have.

  • legacy1's avatar
    legacy1
    Alessandro Volta
    2 months ago

    You could upgrade to 1Gb and they give you a second-hand hub 4 

    You don't have to renew the contract or upgrade just carry on with the packages and speed your on now.

    If you have a problem with your connection now VM needs to look into that if its a faulty hub or not

  • Client62's avatar
    Client62
    Alessandro Volta
    2 months ago

    Are you aware the difference between M350 and M500 or Gig 1 is quite impossible to perceive in normal use of the internet for Streaming TV, WFH or use of social media etc ?

    This is especially the case if you are dealing with devices connected via Wi-Fi.

    • btriplem's avatar
      btriplem
      Joining in
      2 months ago

      Fully aware, thanks.  The question was addressing the conflicting options on both renewal and upgrade to hub. 

      Speed is a minor, secondary concern.

      • Sabrina_B's avatar
        Sabrina_B
        Icon for Forum Team rankForum Team
        2 months ago

        Hi btriplem 👋.

        Thanks for reaching out to us and welcome to the Community Forums, we can see how this can be a little confusing. We offer customers bespoke offers every so often so that they can take advantage of them without having to contact us, but should you reach out to us the agents over the phone can only offer the upgraded Hub with the 1GB package. 

        Should you face issues with the online upgrade do come back to us and we can assist you.

        I hope this helps.

        Sabrina

  • unisoft's avatar
    unisoft
    Knows their stuff
    2 months ago

    M350 and above get a HUB5 as a new customer. Existing customers are being invited to a HUB5 by email, so unless you got it in writing as part of the offer its the wild west as to whether you will get one. GIG1 customers now only get the HUB5 unless there are stock issues and then a HUB4 may be offered.

    If you are out of contract, and want to negotiate your pricing to re-contract, throw in a request as part of that for a HUB5.