Requested to return two "Arris hub 3" but I was only given one.

[MidnightOcean]

My service is being cancelled soon and I have received an email stating which equipment I need to return but it's asking for 2 of "Arris hub 3" with two different serial numbers but I was only ever given one, so now I'm worried I'm going to be charged for a hub I never had. What can I do to prevent that?

[Robert_P]

Hello MidnightOcean,

Sorry to hear of the worry caused by the recent correspondence in regards to returning equipment, we appreciate you taking the time to raise this via the forums.

During your time with us, have you had any fault visits where a Hub replacement was completed by a technician? Each Hub has a unique serial number and if one is replaced it may explain why two are showing as the tech may have taken this with him following the visit?

Rob

[MidnightOcean]

Hi, thanks for replying.

Our new hub was delivered on the 8th of July 2023 and we have not had any technicians or replacements.

[Robert_P]

That's strange, thanks for the additional information. I will send you a Private Message to get some more details from you to assist. Check the envelope in the top right of the forum when signed in for the message.

Rob