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credmire's avatar
credmire
Tuning in
10 months ago
Solved

Hub 5

Hi, Currently we have a Hub 4, I've just accepted a contract renewal offer online after speaking to an agent online who has assured me that as part of this renewal i will receive a Hub 5 (I wanted to check first as we have some 2.5GB ethernet/Wifi6 devices at home which connect to a NAS so I'd like to utilise these new features)

I was just wondering how quickly after renewal do these get sent out? As I did specify to them that if they couldn't offer the Hub 5 then we would not be renewing and moving provider so this is a condition that was agreed to. I have saved the transcript just in case we have issues with this.

Kind Regards,

Chloe

Hub 5
  • unisoft's avatar
    unisoft
    10 months ago
    credmire wrote:

    Hi, Currently we have a Hub 4, I've just accepted a contract renewal offer online after speaking to an agent online who has assured me that as part of this renewal i will receive a Hub 5 (I wanted to check first as we have some 2.5GB ethernet/Wifi6 devices at home which connect to a NAS so I'd like to utilise these new features)

    I was just wondering how quickly after renewal do these get sent out? As I did specify to them that if they couldn't offer the Hub 5 then we would not be renewing and moving provider so this is a condition that was agreed to. I have saved the transcript just in case we have issues with this.

    Kind Regards,

    Chloe

    Stock being well, they are normally sent fairly quickly within a week. That's was based on my own previous experience in South England, but could vary by area/country.

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  • unisoft's avatar
    unisoft
    Knows their stuff
    10 months ago
    credmire wrote:

    Hi, Currently we have a Hub 4, I've just accepted a contract renewal offer online after speaking to an agent online who has assured me that as part of this renewal i will receive a Hub 5 (I wanted to check first as we have some 2.5GB ethernet/Wifi6 devices at home which connect to a NAS so I'd like to utilise these new features)

    I was just wondering how quickly after renewal do these get sent out? As I did specify to them that if they couldn't offer the Hub 5 then we would not be renewing and moving provider so this is a condition that was agreed to. I have saved the transcript just in case we have issues with this.

    Kind Regards,

    Chloe

    Stock being well, they are normally sent fairly quickly within a week. That's was based on my own previous experience in South England, but could vary by area/country.

  • jbrennand's avatar
    jbrennand
    Very Insightful Person
    10 months ago

    Recently a lot of "upgraders" are not getting the Hub5 - due to Hub5 supply issues with limited stock.

    This may now have resolved itself.  So, let us know back here if you do get a Hub5 (or not!).

    • credmire's avatar
      credmire
      Tuning in
      8 months ago

      Just an update for you but for everyone, 2 months later I've still not had the HUB 5 and have had to resort to making a complaint through twitter as I couldn't get through to anyone and send the saved chat transcript as evidence for them to finally agree to sort this out, it's scheduled for delivery Wednesday but I'm only optimistic about that until it actually arrives, I will keep posted on when/if I receive it

      Kind Regards,

      Chloe

    • credmire's avatar
      credmire
      Tuning in
      8 months ago

      Hi everyone, final update, sorry it's a few days late, the Hub5 kit arrived on the Wednesday, installed it with no problems and have sent off the Hub4 back to Virgin, Instantly speeds are notably faster especially on my internal network, so if anyone else has had issues obtaining a Hub5 after being promised one it seems that the quickest way is to go through twitter support (with proof).

      Kind Regards

      Chloe