Hub4 broken again

[wayneo214]

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.

So appalling service all round. 

[jb66]

Technicians have hubs on their vans

[wayneo214]

Thanks,

that was my prior experience, but the Virgin Customer service representative specifically stated that the hub would need to be ordered when the technician verified the fault.

[That_E90_Guy]

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@wayneo214 wrote:

Thanks,

that was my prior experience, but the Virgin Customer service representative specifically stated that the hub would need to be ordered when the technician verified the fault.

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Customer services talking complete BS again, as per usual. 

[wayneo214]

It seems that way.

To be honest I am pretty appalled by their service all round.

Both Customer Service and their poor equipment. I am going to need to have a look around after this contract has finished (unless I can cancel early).

[wayneo214]

I even sent in a compliant form which stated that they will respond by the end of 28 days.

This is the level of service you need to expect from virgin

[That_E90_Guy]

Oh good, another complaint that will be fobbed off or just completely ignored. I would be looking to exit early, with no fee's would be ideal, but I would just pay the EDF and run if not. 

[wayneo214]

I was hoping that someone from virgin would see these posts and actually reach out and try and resolve the situation. Clearly they really don't care about customer service.

[That_E90_Guy]

No, they really dont care about customer service, at all. A forum member may get to this in a couple of days, but as you have a tech visit there isnt really much more they can do. 

[wayneo214]

They are a joke.

Asking for a £288 early termination fee for cancelling the contract when they can't provide a sensible level of service and provide poor equipment. 

Roll on Sep 23.