Hi,
I recently(March 2025) signed up again(been with VM since NTL days) on the proviso that my hub 4 would be upgraded to a hub 5.
I am on the gig1 plan but now need to use the extra features that a hub 5 offers over a hub 4.
Any help please
Thanks
John
Just to elaborate a bit, I have heard nothing and my account does not indicate any hardware upgrades.
I was in similar situation months ago with a renewal reminder so went through the same request Hub 5 and I will renew. This was also agreed agent said Hub 5 ordered but no order was ever placed so didn't renew. I did negotiate a better deal cost wise later on but still no Hub 5. Been with VM for 25+ years and had Gig 1 package shortly after it was available ( VM also said all existing Gig 1 customers would be upgraded never happened) Some new Gig 1 customers are getting Hub 4 or if they are lucky a Hub 5. Read your renewal contract and you'll discover what VM contracted to provide. What VM say and what VM actually do ????? Don't hold your breath
There is nothing in the contract that states what hardware they supply, they only talk about "equipment". I wrongly assumed that a verbal agreement with Customer Services when renewing my contract would be honoured, so much for customer loyalty, makes you wonder if it's been added to their scripts to promise anything as long as they get a signature. I might have to cut my losses and accept the early cancellation fee as TOOB Fibre are in my area and provide 940mbps connection both down and upstream for a third of the price I am now paying. Incidentally, they originally offered me gig1 only for £78 a month while offering new customers the same service for £39
Verbal agreements from VM Customer Services are worthless. VM "committed" to upgrade existing customers to Hub 5 on the portal when it rolled out but it never happened. Short supply of Hub 5s etc. at beginning but that's years ago. "Loyalty" is not in VMs dictionary. I managed to get down to <> £55 for 1Gb and phone +weekend chat. But still looking considering other providers as VM are becoming less attractive.
Hi Vikki,
There are no service issues as such but I was thinking of leaving Virgin Media when my contract finished in early March and was persuaded to sign up again by the promise of a hub 5 upgrade.
I have been on gig1 since the introduction of the service, however, my home is now 2.5Gb(all PC's and switches) and the bottleneck is now the hub 4. All of our mobiles are wi-fi 6 capable but again are being hampered by the hub 4.
Incidentally, was the verbal promise of a hub upgrade just to get me to re-sign and is this now a VM customer service policy.
