Forum Discussion

mcfc4heatons's avatar
mcfc4heatons
On our wavelength
12 months ago

Hub 6 Arrived - Caked in Dust, Must be a Used One

Upgraded to the fasted Broadband package, received a Hub 6 in a plain cardboard box today, the item is caked in dust, clearly a used item. You have to ask yourself which idiot at Virgin thinks it is OK to send stuff to customers like this? Bottom line, I need to send it back, cancel the upgrade and leave Virgin as I have had enough. Can someone advise the best course of action, I do not want to be on the live chat again for god knows how long, all the call centre people on live chat want to do is flog an upgrade

7 Replies

  • carl_pearce's avatar
    carl_pearce
    Superstar
    12 months ago

    All kit supplied is rented, so don't expect brand new.

    You should, however, expect the device to be in decent condition.

  • mcfc4heatons's avatar
    mcfc4heatons
    On our wavelength
    12 months ago

    it's going back, iIam not accepting something caked in dust, least of an electronic device

    • Matthew_ML's avatar
      Matthew_ML
      Icon for Forum Team rankForum Team
      11 months ago

      Hey there, we have replied to your DM but have no got a response yet.

      Pleas do reach back out when you can. 

  • asim18's avatar
    asim18
    Rising star
    12 months ago

    Totally agree. I'm also not a fan of used goods.

    Who knows how many times VM's modems have been passed around. Who knows what's happened to a 10th hand modem? Does VM have a biohazard disinfection policy??? Could have been urinated on for all you know or even worse could be infected with herpes or something.

  • IWFT's avatar
    IWFT
    Tuning in
    10 days ago

    I received mine yesterday, and thought I'd do a quick search online to see if this was common. minimalistic Virgin branded box, however just an unwrapped hub 5 and power supply, not a single wrapper/bubble wrap/protective material other than cardboard mesh mould the hub was placed in, like yourself alot of dust, its either been stored in a warehouse unprotected from the environment or recycled from a exiting customer (as its the latest model it wont be an upgrade return), along with the fact I've been asked to return my HUB 3 in the same box and a provided shipping label (I'll make sure it's had a wee clean lol, it's common curtesy). As I'm not being charged separately for the modem, as I have known to be the case in the past (£99 for "new" equipment), I'm ok with receiving a used modem with no premium cost, I'm not angry enough to cancel my services, as long as it delivers what its designed to deliver, but I agree, a quick clean before they shipped it would take seconds. But yes, still happening almost a year later.

    • Robert_P's avatar
      Robert_P
      Icon for Forum Team rankForum Team
      8 days ago

      Hello IWFT,

       

      We're sorry to hear your new Hub wasn't in the pristine condition we expect, we appreciate you raising this via the forums.

       

      We do on occasion supply recycled Hub's but they should all be renovated and pristine before being sent out to a customer. This can be due to stock issues and demand, we're sorry this wasn't the case with your Hub and we will be sure to pass the feedback to the team.