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No sign of hub4 upgrade

Got an email saying I could upgrade to the hub 4 to improve my wifi. This was on the 29th September. I ordered it but have heard nothing since. Anyone else had this happen?

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Re: No sign of hub4 upgrade

Thanks for your post daz_75, and I'm sorry to see that you have not been issued with the Hub 4 upgrade.

 

This can in some cases be due to the fact that we cannot issue the hub under a Quickstart installation and will need an engineer visit to install. Have you been advised of this at all?

 

If we do need to install this with an engineer visit, would you be able to accommodate this in the current climate?

 

Kindest regards,

 

David

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Re: No sign of hub4 upgrade

It did say I could do it myself. I can think of no reason I couldn't. I've had no correspondence either way from virgin since I initially requested it via the email you guys sent

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Re: No sign of hub4 upgrade

Thanks for coming back to me daz_75, it does look like we'll need to book an engineer for you

 

Are you able to accommodate an engineer in your property if we were to book one for you?

 

Kindest regards,

 

David_Bn 

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Message 5 of 8
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Re: No sign of hub4 upgrade

Yes that's fine. I assume the upgrade is still free?

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Re: No sign of hub4 upgrade

Still free of charge daz_75

 

Kindest regards,

 

David_Bn

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Message 7 of 8
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Re: No sign of hub4 upgrade

Engineer arrived expecting a repair. No hub4 in his van. Phoned his boss. Apparently my area isnt ready for them, which sounded like either he or the people sending the emails dont know what they are doing. Cant say I'm surprised 

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Re: No sign of hub4 upgrade

I'm very sorry about this Daz_75, 

We do appreciate the upset caused and this will be passed on. 

Thanks for bringing it to our attention. 

Emma_C - Forum Team
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