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Upgrade my hub 2ac to hub 3

I have an older hub 2ac and have been having connection issues and I have to reboot my router every other day to get a stable connection plus having WiFi drop out issues. Are virgin still doing the hub 3 upgrade? 

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Message 2 of 6
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Re: Upgrade my hub 2ac to hub 3

You could try the "free" SH1/2/2ac upgrade/replacement scheme - see the link below - as they are trying to get everyone onto Hub3's (may be a delivery charge).

It works first time for about 50% of customers, but if you get the - "Ooops - please call" message, then come back here for more assistance before calling.

https://www.virginmedia.com/shop/hub-swap.html?buspart=uk_app_connect2_hubswap

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John
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My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Re: Upgrade my hub 2ac to hub 3

It’s saying oops something has went wrong and not allowing me to progress to the next stage

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Re: Upgrade my hub 2ac to hub 3

Getting “oopsed” usually means you are on an old package that the computer cant recognise so they want to speak to you about it. When you call it in it's a coin toss whether the agent knows about the scheme. If they do they will just say "ok we will send one out" (there may be a delivery charge) - or - they say "oh no, that's an upgrade there will be a charge and it starts a new contract". Neither of those statements in correct - so just say no thanks and leave the call.

After that you could try texting on 07533 051809 - include account name/number and what the issue is and see what they say – replies may take a bit longer

Finally a VM person should pick this up here and sort the swap for you, but it can take several days.

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John
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My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Re: Upgrade my hub 2ac to hub 3

Thank you again. I’ll wait and see the response from a VM agent here and see how this can be progressed

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Message 6 of 6
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Re: Upgrade my hub 2ac to hub 3

Hi Chrisg78

 

Thank you for posting to the Community and apologies for the delay in response. 

 

I would be happy to look in to this further for you. 

 

As I am going to need to ask some account specific questions I will pop you over a private message now.
This message will be available via the purple envelope on the top right of this page.

 

Speak soon, 

Nat
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