So earlier this year I had to call support to arrange a technician to come and replace my Hub4 that was completely unresponsive (white light stayed on, but was not possible to reset the unit, get a phone line or any connection to the hub.
On this occasion I logged a call and I had a Technician in a couple of hours to confirm the hub was defective and that it needed replacing.
The same thing has happened again (exactly the same symptoms - I have also read other posts detailing the same issue so there is clearly a flaw in the hardware. However this time when I called Virgin they are quoting Monday to send a technician round (writing this on Tuesday evening). Now when I looked on the website for an appointment there was an appointment available on Friday (which I deemed to be too long as I work from home and an internet connection is absolutely key). However by the time the CSR answered the phone (I was waiting over 20 mins) this slot had.
I ask to be sent out a replacement hub (preferably a Hub5 as there is clearly a defect with the hub4). However I was told the following
We can't send a replacement until the technician has visit. At that point the technician will order a hub.
What an absolute joke! So not only do I have to wait 6 days for an appointment, I then have to wait for them to send out a replacement.
I never once had an equipment issue with other providers (or when I had hub3). Since December 2 hub4 have failed.