Confusing upgrade experience - m500 not available, no hub?

[ivixor]

So I upgraded online from M200 to M500, and got email confirmation of my new order.

After two weeks and no new hub, I just called VM tech support and incredibly they have no record of my order at all. Not only that, M500 is now listed as not available to me.

So I accepted an upgrade to M350 instead and signed up for new contract based on that.

However, I only have a Superhub 2ac, which firstly is ancient and second is apparently not capable of m350 speeds. However tech support insists it is and that I will not get a new hub.

Does anyone here have any idea what's going on? The ideal resolution for me is M500 with a new SH5, but I'll accept SH5 and M350 if that's not available (why?).

Thanks!

[legacy1]

Yes you need a new hub.

[Roger_Gooner]

A hub 3 is needed for M350 and is good up to M600.

[ivixor]

Thanks. Any idea why m500 was listed as available for me and now isn't? Local capacity?

[John_GS]

Hi ivixor

Thanks for posting and welcome to the community. Sorry for the confusion over the speeds, this sounds like a capacity issue. I'll send you a PM now to order the new router though

Kind regards,

[John_GS]

Hi ivixor,

Thanks for joining me on PM and allowing me to resolve this for you. If you do ever need anything, please pop us a public post and we can assist further.

kind regards,