Virgin Media Community

[2hughg]

Hi there

I have had the same problems as others on this topic. My router has been with us since 2013 and we are having to reboot it once or twice a day. My wife is a teacher working from home, I'm a critical national infra-structure worker and my 13 year old daughter is at school from home. When I click on the link to upgrade the router (https://www.virginmedia.com/shop/hub-swap?buspart=uk_app_connect2_hubswap), I get a:

"Oops! Something went wrong.

Sorry, we’re unable to change your package online."

I'd very much appreciate being able to get to the bottom of this and, if required, get my router swapped. 

Can someone help?

[spgray · Accepted solution]

that error means you are on a package the system doesn't recognise.
you'll need to call CS and request the replacement from there.

[2hughg]

Thanks @spgray. I've seen Virgin staff help customers via the community and arrange a Router for them. At present calls to CS are an hour or so long. Managing a wait on a message board is a bit easier to do asyncronously while working. I'll wait a few days and see what happens.

Thanks again.

[spgray]

call at 8am and you'll get answered reasonably quickly.
you might have to wait over a week to get a response on here.

[2hughg]

Appreciate it @spgray. I just called them and they replied quite quickly. Engineer is booked with new hub to install if that is the issue.

Happy customer. Thanks again.