Hub 3 stuck on ‘updating’ following upgrade?

[SaintB]

Hello there,

Posting for some help with an issue with our wifi. Our package with virgin is in my mothers name and recently she was called up about upgrading, something she did and we then immediately called up to reverse as the price she was quoted on the phone was incorrect and the real price was much higher.

Anyways, we cancelled the upgrade and figured that was that, only to have a new hub arrive a few days later. We figured it would have been cancelled as it wasn’t even posted by the time we fixed the contract issue. We figured it’d just need to be returned and didn’t have a chance to call up about it.

Skip ahead to now, around 5 days since then and the wifi is completely down, I cannot test the wifi for issues on the website and trying to log into the modem gets me on a updating screen.

Virgin app is claiming the wifi should be at 1gb now. My best educated guess this is why the wifi is down and stuck on updating because it thinks it should be on the new router?

Am I completely wrong here? Should I have just installed the new router or have I been correct in leaving it in the box. No request to return either modem has been made by virgin so I’m unsure.

My mother doesn’t know how to use forums hense why I’m asking. I’m totally lost.

[jpeg1]

You have suffered yet another of the attempts by VM to push someone onto a more expensive contract than they agreed to. (They will say it was a genuine mistake, of course). Well done for standing up to them.

There's no reason to change the Hub if you are staying on the old speed, but only one hub can be activated at a time and it's hard to tell what they may have done to your connection. 

Since the phone support is so poor it might be best if you can wait for one of the VM staff here to pick this up and offer to help. 

[Client62]

It is quite possible the new VM Hub was activated  on your account
and the original VM Hub 3 has been cancelled.

If you are still offline try the VM Hub Activation number 0800 953 9500,
they may be able to reactivate the Hub 3 that you have to hand.

[Tom_W1]

Hi @SaintB thanks for your post although we're sorry to hear of the concerns you've raised here.

If you do require us to look into this for you, I'll send you a PM and if you still require help please feel free to reply directly.
Many thanks

[SaintB]

Hi Tom,
I did call the morning after when the lines were open, the guy on the other side of the phone said I had to activate the new modem to get internet. I brought up a concern I noticed on the account where whilst the upgrade was cancelled it appears my mother was lied to further, as she was told the package we were on was back to the old package and price, yet was showing up in a contract as £129 a month! over double what we pay! My mum has no income right now due to pension nonsense so this is a terrible time for something thats bad at any time.

The guy on the phone insisted he couldn't see this £129 contract and said he'd just make the upgrade go through instead and said honestly a lot of stuff i didn't understand meant we couldn't get our original deal anymore. Despite this no new contract has shown up on the account for the £78 a month 'upgrade' so I'm incredibly concerned about any charges we're going to get and frankly think it's disgusting my mother with brain issues was taken advantage of.

[Kath_P]

Hi SaintB, 

Thanks for coming back to us in the Community on this one and we're really sorry to hear this happened. 

I can see since posting here, you've been in touch with Tom via PM and he has helped to get things resolved for you. If you have any further issues, pop back to him directly via PM so we can keep all the information in one place 😊

Thanks,