Forum Discussion

JPL8's avatar
JPL8
Rising star
21 days ago
Solved

Hub set up or not?

So, one problem with my account gets sorted after three months, and then the next day this. 

I was offered a new hub 5 to replace my old hub 3. I installed it yesterday and had a text message confirming that the new hub was set up.

Then today I get an email reminding me to set up my new hub or I lose service in 5 days!

Which is it? Is the hub set up or not?

See the screenshots below showing VM's latest round of incompetence.

Email 8:01 15/10/25

Text message: 8.22 14/10/25

  • JPL8's avatar
    JPL8
    16 days ago

    Okay, thanks.

    I hope you can see why customers get frustrated and confused.

    In this instance, VM communicating on two different days, with two different methods, with two opposing messages.

    Despite reassurances, this does make people worry. Given the above, who wouldn’t be concerned.

    I hope you’re right.

4 Replies

  • John_GS's avatar
    John_GS
    Icon for Forum Team rankForum Team
    19 days ago

    Hi JPL8 

    Thanks for posting and welcome back to the community.

    This seems like an automated SMS just after you've set the Hub up. Nothing to worry about. Everything now all sorted for you?

    Best wishes.

    • JPL8's avatar
      JPL8
      Rising star
      19 days ago

      Thanks. 

      My point is that the SMS arrived first, saying it’s set up. Then the next day I get an email saying it’s not set up.

      So how can I be sure that my service won’t be disconnected in a couple days time?

      • John_GS's avatar
        John_GS
        Icon for Forum Team rankForum Team
        16 days ago

        Hi JPL8 

        It looks like an automated email nothing more. If you've set the new equipment up, please don't worry.