I have a Superhub 1 that has increasingly poor wi-fi performance. It drops in and out, and frequently tells us there is no internet service.
Using the online service checker, I was intrigued to see that I was entitled to a free upgrade to Superhub 3. Since I couldn't get the online ordering process to work - it kept reporting an unspecified broadband technical error - I rang Virgin this evening to arrange it.
Imagine my surprise when I was told that there would be a £35 Activation charge for my free upgrade!
I pointed out the website describes the upgrade as free, but the operator insisted that any new equipment had an activation fee. I objected, more than a little annoyed, and the operator put me on hold while he consulted. A few minutes later, the hold music came back, then the line went silent: a few more minutes later, I decided I'd been hung up on. Not the service I expect from Virgin!
Having read the Legal Stuff on the Hub upgrade page, I see that I might get charged £5 for home delivery, which seems fair, but no sign of any Activation fee.
I can see in past forum posts that others have encountered the same issue, and it has eventually been resolved, and I would be delighted if that is the result of this post.
Since some of the posts are quite old, why is this still an issue? Is there a training problem for the operators, or does their support software not handle the options correctly?
I have been a Virgin customer since 1999 (when they were Eurobell here in the South West), and generally been pleased with them, I am really disappointed by this.
If VM have to replace an antique Superhub that's failed (or indeed a newer one that has failed), you shouldn't have to pay for activation, or delivery. You pay VM for a working internet connection, they have to provide and maintain that. Be aware that somebody's messed up big time, and there's a shortage of hubs, so you will probably get one that's already been used and returned. It should work OK, but keep your eyes open for any oddities, as the quality control on these returns is poor.
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I have to raise a technician visit to replace the hub for you and all the information that you need about your appointment can be found on your online account and clicking My Account and Track Your Order.