A client of mine got a call today to tell him that his internet was being cut off later today and he had to get a new router he used call back but it was dead. I am doing this on his behalf as he is a vulnerable adult and I can get through to virgin to ask I have only been using my phone 150 I can’t find another number
If you have an old router (hub 1 & 2) you may get the option to upgrade through an account (if they still work and you get your speeds, keep going 'til they conk out). I wasn't called when I swapped my hub 1 to a hub 3. The only thing with the old routers is that they're no longer returned to VM and that you should dispose of them as e-waste.
Any calls regarding cancellation of your account or your router being "compromised by many countries (a line from a fake recorded call)" out of the blue are fake, and should be treated as so; some of them being more obvious than others.