Order router upgrade but nothing has arrived

[LPJA]

I spoke to Virgin Customer support on or around the 23rd of December to request my router be upgraded to the  hub 5x, I was informed a new router would be sent and should of been with my on the 29th of December, yet nothing has arrived.

Could someone please assist me with this?

Many thanks 

[Cardiffman282]

Has your area been upgraded to Xgs-pon for you to need the new 5x hub? 

[LPJA]

Not too sure to be honest, but inn sure that's what they said was the latest for my area.

If it isn't i'm assuming it would be the Hub 5

Is there a way to check online?

[Kain_W]

Hi LPJA,

Thanks for your post and welcome back to the community.

Apologies for any issues with an agreed router being sent, from checking our service I can't seem to find any order.

So we can investigate this matter further please expect a PM from myself.

Regards,