Free upgrade from H3 to H4. H4 didn't turn up as promised

[bobgodbold]

I received an email from VM offering me a free upgrade of my H3 hub to H4.
I duly applied and picked a delivery date of the 13th of May.
My confirmation email said it would be delivered between 07:00 and 21:00 on the 13th.

After staying in all day, nothing turned up.
I did an online chat and the agent basically said they could find no record of the order as it was organised through the 'get it for free email'.

Is there any way I can chase this?
Do I need to re-apply?
What steps can I/should I take?

Many Thanks.

[Cardiffman282]

It's an odd offer. Did it come with a speed upgrade? 

[bobgodbold]

No. It was an email I received offering to upgrade from H3 to H4 for free.
The email states that it will not give me any extra features but will put me in a position of readiness for any future upgrades I may take.

I've had a search of the forum and there are other topics regarding a free upgrade for H3 to H4.
Seems like it is just something VM are pushing out. 

EDIT: Here is just one that I found.
https://community.virginmedia.com/t5/Forum-Archive/The-Free-Hub-4-Email/td-p/5309832

[IPFreely]

It's not an odd offer really. It's seeding more 3.1 devices into the network so that spectrum can be moved from 3.0 to 3.1. More efficient, allows higher tiers, will be needed for a 2200/220 tier. 

[bobgodbold]

Does anybody know if VM monitor this forum?
Is there a support team I could tag in?
Any help appreciated.

[David_Bn]

Thanks for reaching out to us @bobgodbold, and welcome back to our Community Forums!

Sorry to hear of the Hub not being issued to you - usually our Hub 4 or Hub 5 would only be issued to accommodate our 1GB download speeds.

Happy to look into this with you, with the requirement of sending the received E-Mail over to us.

Check out the envelope in the top right hand corner for a private message from me

Thanks

David_Bn