Forum Discussion

ldwilliams's avatar
ldwilliams
Up to speed
2 years ago

VM agents are Refusing to send hub 5 to their 1GB long standing customers

So, been on chat with an agent now for an hour, and he is Refusing to send out the Hub 5 point blank.
I have had 1GB since it was available in my area, I am also Loooong out of contract.
There Are other GB providers in my area soon, and as soon as they are, I am gone Unless they provide the Hub 5.
They said they would send an engineer but if there was no fault I'd be charged £25 !!!

II have been with VM for 2 decades now, in one name or another, Not for very much longer if they continue with this level of customer 'service' !!!

  • Adding insult to 'injury', their customer 'support agent' just left without a word. 

    Really makes you feel wanted? Not. 

  • Tudor's avatar
    Tudor
    Very Insightful Person

    VM equipment is rented, you cannot demand what you want. You are supplied with equipment adequate for you speed tier, that could be a hub4 or a hub5. Unless you are running your own router that accepts a 2.5G signal as input there is not much to be gained by having a hub5.

    • ldwilliams's avatar
      ldwilliams
      Up to speed

      Good customer service is not rented, but the opinion of the company continues to go down

    • ldwilliams's avatar
      ldwilliams
      Up to speed

      And I noticed that you totally ignored the fact that the agent just left, with no word as to what was happening. 

  • Adduxi's avatar
    Adduxi
    Very Insightful Person

    What is wrong with your circuit that you need an engineer? 
    Also if you are out of contract and there are other ISP’s that’s great 

     

      • Adduxi's avatar
        Adduxi
        Very Insightful Person

        It's not "my agent", I don't work for VM.   This is a Community Forum and a lot of the replies are just other VM users trying to help each other.

        If you wait a few days a VM member of staff will reply to you directly.

  • jpeg1's avatar
    jpeg1
    Alessandro Volta

    If you don't like the service, and you have alternatives, just go. 

  • legacy1's avatar
    legacy1
    Alessandro Volta

    VM will likely be forced to give out hub 5 when speed goes past 1Gb even if 1Gb now goes past 1Gb its still 1Gb ports to 1Gb speed.

  • I've been in the same situation about  6/7 years ago. I was on a Superhub1 with broken WiFi. I called them to get a Hub3 but they simply refused. They told me my all my computers, tablets and phones were broken not the Superhub....

    Fast forward couple years and they were absolutely begging me to get rid of the Superhub1. They wanted me to get rid of the superhub1 so badly that they sent me 3, yes THREE, Hub3s.

    VM is, in my experience, the most disjointed and bizarre company I've ever come across. No other company in the world has provided me this much entertainment. No other company even comes close.

     

    On the topic of the Hub5.... The Hub5 is not exactly the epitome of modem/routers. In fact I'd class it as the worst modem/router you can get.

    If you want a proper network setup, use as little Virgin Media equipment as possible. Stick your hub in modem mode and get a proper router from a reputable Chinese/Taiwanese manufacturer.

  • jbrennand's avatar
    jbrennand
    Very Insightful Person

    ldwilliams wrote:

    So, been on chat with an agent now for an hour, and he is Refusing to send out the Hub 5 point blank.!


    Bottom line is... VM have stock issues with Hub5's - they just dont have enough to go round to existing customers - so they are saving them for new customers.  Its a business/marketing decision - nothing the agent can do.  When stocks improve (chip supplies return to normal, container ships are not routed round Africa, etc.) then the situation should change.

  • jpeg1's avatar
    jpeg1
    Alessandro Volta

    If they still have stocks of Hub 4, they'll be wanting to get rid of those first. 

  • legacy1's avatar
    legacy1
    Alessandro Volta

    good luck with the hub 5 you will either hate or be ok with it or give up and use modem mode