Paid for bundle including a Hub 5, received Hub 4.

[kaiba121321]

As title says. Just started a new Volt package which is supposed to include a Hub 5 and the engineer has installed a Hub 4.

[kaiba121321]

To be clear as well, the net on my end is actually underperforming. I have a Wifi 6e capable motherboard and I am not even getting the MINIMUM speeds for my package through wifi. All drivers up to date. All speedtest websites except VM's own is showing it under the minimum. VM's own speedtest shows it at over 1Gbps while I'm getting like 470Mbps from EVERY other site (my minimum is supposed to be 565Mbps). Upload speed is fine, actually closer to the top end at around 95Mbps with an advertised minimum of 26Mbps and a maximum of 104Mbps

[Client62]

If Realspeed shows over 1Gb/s at the Hub, the 470Mb/s speed is likely limited by the computer's software.

To find out, reboot the computer into SAFE MODE + NETWORKING and re-run the speed test the improvement can be surprising.

[carl_pearce]

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@kaiba121321 wrote:

To be clear as well, the net on my end is actually underperforming. I have a Wifi 6e capable motherboard and I am not even getting the MINIMUM speeds for my package through wifi. All drivers up to date. All speedtest websites except VM's own is showing it under the minimum. VM's own speedtest shows it at over 1Gbps while I'm getting like 470Mbps from EVERY other site (my minimum is supposed to be 565Mbps). Upload speed is fine, actually closer to the top end at around 95Mbps with an advertised minimum of 26Mbps and a maximum of 104Mbps

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WiFi has a guaranteed minimum speed of 20Mbps:

https://www.virginmedia.com/wifi-max

The minimum speeds for your package are to your HUB over the VM network.

https://www.virginmedia.com/broadband/speeds

Our minimum download speed guarantee

When we explain broadband speeds, there are always different factors involved. So while the actual speed of your service may vary, for new and existing customers who changed their broadband services on or after 28th February 2019, we now provide a minimum download speed guarantee to your Virgin Media Hub. This is 50% of the advertised internet speed for your broadband service on the date you placed your order.

Our current advertised speeds are listed in the table above. You’ll need to keep the Hub plugged in and switched on for us to get speed information from it. The minimum download speed guarantee does not apply to outages.

[kaiba121321]

Yeah I'd probably be getting better speeds over wifi if I got the Hub 5 I paid for and not the Hub 4 I've been scammed with, would love a rep to get involved over that one. Not sure why this has been totally skipped over, you advertise one thing, you sell one thing to a customer, you deliver that specific thing, not something totally different. If a rep doesn't sort this soon, I'll be excercising my right to cancellation.

Regardless of getting their "advertised speed" or not, I paid for a Hub 5, and I don't have a Hub 5.

[kaiba121321]

The computer doesn't have any software that could interfere, it's a £3500 fresh custom build with no bloatware, no random networking software that could interfere, all drivers up to date, manually installed from my motherboard manufacturer's own website.

[carl_pearce]

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@kaiba121321 wrote:

Yeah I'd probably be getting better speeds over wifi if I got the Hub 5 I paid for and not the Hub 4 I've been scammed with, would love a rep to get involved over that one. Not sure why this has been totally skipped over, you advertise one thing, you sell one thing to a customer, you deliver that specific thing, not something totally different. If a rep doesn't sort this soon, I'll be excercising my right to cancellation.

Regardless of getting their "advertised speed" or not, I paid for a Hub 5, and I don't have a Hub 5.

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Technically you do not pay for the HUB as they are rented as part of the package.

Maybe you were provided with a HUB 4 due to HUB 5 availability.

Regardless probably worth waiting for a reply on here from VM to check.

[kaiba121321]

Well you pay for the package and the Hub 5 is advertised as part of the package, so yeah you pay for the Hub, as part of your contract, whether that's a rental or an outright purchase, you receive it because you're paying for the contract, it's on the list of included stuff.

On the subject of availability, I spoke to customer service rep on the phone and they said the same, may be due to availability. What's astonishing me about that, is according to other threads I've found on here, this problem has been going on with VM and the Hub 5s for at least 6 months now, I found a post of someone with the same problem from January 9th of this year.

If they can't consistently provide them, they shouldn't even be advertising them. I know you have no control over this, you're a community member like myself and I appreciate you trying to help. Just it's them that are screwing up here not you guys and you're all having to waste your time dealing with this kinda thing from fellow community members because VM are failing to manage stock properly, it's nuts to me.

[jpeg1]

You said in your second post... 

I have a Wifi 6e capable motherboard and I am not even getting the MINIMUM speeds for my package through wifi.

Unfortunately VM don't guarantee speeds over WiFi connections, however good your equipment might be. In fact, even if you use their 'pods' to improve the WiFi coverage they will only promise 20Mbps downloads. 

[kaiba121321]

This has already been addressed, the remaining matter is, WHERE IS THE HUB 5 I PAID FOR and how are we now a WEEK on and no VM rep is addressing this? If a rep doesn't respond to this soon I will get in touch with my local law center to seek their help in this matter. I expect what I paid for, or compensation, and VM are currently failing at both.

10+ years with the trash that is BT and I never had to fight for the hardware I paid for with them even if their speeds are awful.