Cant find my order?

[Jescykar]

I made an order last night to upgrade my package from 500mb to 1gig and it isn't anywhere. I have the email to say its confirmed but there's nothing on my account. 

I had to ring them this morning because none of my devices will connect wirelessly anymore to my hub 3 so now I have to wait for a new hub to come either way but he couldn't find my order either. He looked at the same package and it was going to cost me £61 instead of 52! So told him no. 

I have an order reference, an email to say the hub 5 is coming in 7-10 working days and what the package entails? So km not entirely sure what's going on?

[Robert_P]

Hello Jescykar

We're really sorry to hear of the package and broadband issues experienced, we understand the frustration and appreciate you taking the time to raise this via the forums. Welcome to the community.

We can see you have spoken to the team earlier today, you mentioned they ordered you a Hub, was this the Hub 5 from the order or a replacement to the Hub 3? If it was a replacement this should be with you in a couple of days, was this advised during the call?

Rob

[Jescykar]

I've had a replacement sent for the hub 3, but I had no answers given for my upgrade. I refused to take his offer as it was £10 more. 

I've read on a few posts though that other people with the same broadband package 500mb have the hub 4? The ping on my hub is sitting at 12000! Surely that can't be right 

[John_GS]

Hi @Jescykar 

OK so from the check we can see the replacement for the faulty hub being sent. Can take 3 working days.

Online upgrades can take 7 working days to go through so we are still in those timescales for the upgraded router.

Best wishes.