1Gig ordered, Being asked to pay £40 for a Hub 5?? About to cancel!

[NorthantsPete]

So in blakc friday sale i thought id go ahead and upgrade from 125mb to 1GB

Ive come online and asked to make sure it includes a hub 5 and the guy on chat said "if theres nothign wrong with your old hub you can have one for £40"

Why does my blood have to boil everytime i contact Virgin on chat?

So this is the new deal - Yes? 1gig and £40 hub fee??

[legacy1]

If you have a hub 4 thats sadly the way it is 

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Phone CS, take the option for 'thinking of leaving us' and say you're cancelling right now unless they cancel the £40. And get it in writing. 

BTW. Be prepared for biiiiig price increase when that special deal finishes in 18 months. 

[Sabrina_B]

Hi @NorthantsPete 👋.

Thanks for reaching out to us, apologies for the experience that you have had with our team we assure you this is not the type of service we aim to provide. With upgrading to 1gb, if you do not already have a supporting Hub such as the Hub 4 or  5 to support 1gb speeds you will qualify for an upgraded Hub. With the cost, as it stands the Black Friday deals, if you have logged in and it is states no set up fee or activation fee then there is no fee to be paid. 

If you wish to have this service, you can do this via your existing deals login page here 👉 1Gb, should you face issues, please respond to the private message i will send you.

Sabrina

[jbrennand]

What this means......

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Hub5 stocks are being preserved for new 1GB customers.  Existing customers upgrading to 1 GB need either a Hub4 or 5.  So if you upgrade and have a Hub4 already, chances are you will be left with that as it is capable of the 1GB "package".   Your Hub3 isn't, but current "policy" is to issue to a Hub4 on upgrades. You "might" just get a Hub5 but its not guaranteed that you will.

£40 is the "standard charge applying to any VM customer wanting to upgrade some non-faulty equipment.

Best chance of a "free upgrade" is if the Hub4 you get goes faulty and a Tech visit is needed...  where tea and biscuits often does the trick - or - they may only have Hub5's in their van at the time.

Which feature of the 5 is it that the 4 lacks for you?