VM agents are Refusing to send hub 5 to their 1GB long standing customers

[ldwilliams]

So, been on chat with an agent now for an hour, and he is Refusing to send out the Hub 5 point blank.
I have had 1GB since it was available in my area, I am also Loooong out of contract.
There Are other GB providers in my area soon, and as soon as they are, I am gone Unless they provide the Hub 5.
They said they would send an engineer but if there was no fault I'd be charged £25 !!!

II have been with VM for 2 decades now, in one name or another, Not for very much longer if they continue with this level of customer 'service' !!!

[ldwilliams]

Adding insult to 'injury', their customer 'support agent' just left without a word. 

Really makes you feel wanted? Not. 

[Tudor]

VM equipment is rented, you cannot demand what you want. You are supplied with equipment adequate for you speed tier, that could be a hub4 or a hub5. Unless you are running your own router that accepts a 2.5G signal as input there is not much to be gained by having a hub5.

[ldwilliams]

Good customer service is not rented, but the opinion of the company continues to go down

[ldwilliams]

And I noticed that you totally ignored the fact that the agent just left, with no word as to what was happening. 

[Adduxi]

What is wrong with your circuit that you need an engineer? 
Also if you are out of contract and there are other ISP’s that’s great 

[ldwilliams]

You tell me. That is whar rge agent said

[Adduxi]

It's not "my agent", I don't work for VM.   This is a Community Forum and a lot of the replies are just other VM users trying to help each other.

If you wait a few days a VM member of staff will reply to you directly.

[jpeg1]

If you don't like the service, and you have alternatives, just go. 

[legacy1]

VM will likely be forced to give out hub 5 when speed goes past 1Gb even if 1Gb now goes past 1Gb its still 1Gb ports to 1Gb speed.