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?
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.
-------------------- John --------------------
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.