Menu
Reply
Highlighted
  • 38
  • 0
  • 1
Tuning in
334 Views
Message 1 of 6
Flag for a moderator

super hub 3 replacement order has not arrived

I have been experiencing a number of problems with my hub. reading through the forum i see many ther people having same issues and replacement hub is only option.  I used the upgrade link to order replacement superhub3 with self install option.  I was given an option to have new equipment delivered today this morning.  However it has not arrived.  THere are no orders showing in my orders onvirgin profile, i received conformation emails with order reference.  I spoke to someone on chat at lunch time, they told me they were transfering me and that was last communication i had. not amused. can someone help me with this please.

Tags (1)
0 Kudos
Reply
Highlighted
  • 422
  • 115
  • 140
Forum Team (Retired)
Forum Team (Retired)
324 Views
Message 2 of 6
Flag for a moderator

Re: super hub 3 replacement order has not arrived

Hello, if you can send me a private message with your account number and are code/postcode and i will look into this for you

To send a PRIVATE MESSAGE please hold over my name until the option send message pops up.

Zoe

If I've helped in any way, please give me Kudos and mark my response as a helpful answer!

Fancy £50 off your bill? Ask me how and you might just get it!

I am a serving Field Technician at Virgin however all responses on here are based on my experiences in the field alone and my own equipment at home and should be taken as such


Here to help! I'm a technician helping out whilst working from home. Find out more


0 Kudos
Reply
Highlighted
  • 2
  • 0
  • 0
Just joined
33 Views
Message 3 of 6
Flag for a moderator

Re: super hub 3 replacement order has not arrived

Hi, 

This same thing happened to us. Virgin sent us an email and offered the upgraded hub. They say it was due on October 29th, and sent a text saying to look out for text with updated tracking number from Yodel. It never came. We called Yodel, they have no record of any delivery to our address. We spent half a day on the phone to be told they can see that it was never dispatched and there is nothing they can do. Then I go on chat the customer service and send them all the screenshots and they apologize and say they will forward our compliant, but again nothing happened. To throw salt on the wound the team that did not dispatch our order that nobody can reach sends us an email advising us to activate the device they never sent, also when I log into my account on Virgin it still show my upgrade as due on October 29th 2020. This is really disappointing, and horrible customer service. 

Tags (1)
0 Kudos
Reply
Highlighted
  • 24.72K
  • 1.43K
  • 3.14K
Alessandro Volta
29 Views
Message 4 of 6
Flag for a moderator

Re: super hub 3 replacement order has not arrived


@Graystone wrote:

Hi, 

This same thing happened to us. Virgin sent us an email and offered the upgraded hub. They say it was due on October 29th, and sent a text saying to look out for text with updated tracking number from Yodel. It never came. We called Yodel, they have no record of any delivery to our address. We spent half a day on the phone to be told they can see that it was never dispatched and there is nothing they can do. Then I go on chat the customer service and send them all the screenshots and they apologize and say they will forward our compliant, but again nothing happened. To throw salt on the wound the team that did not dispatch our order that nobody can reach sends us an email advising us to activate the device they never sent, also when I log into my account on Virgin it still show my upgrade as due on October 29th 2020. This is really disappointing, and horrible customer service. 


If it’s an “upgrade” to a hub4 then count yourself lucky you didn’t receive it 


*****
If you think my answer has helped - please provide me with a Kudos rating and mark as Helpful Answer!!
I do not work for Virgin Media - all opinions expressed are of my own and all answers are provided from my own and past experiences.
Office 365, Dynamics CRM and Cloud Computing Jedi
0 Kudos
Reply
Highlighted
  • 2
  • 0
  • 0
Just joined
23 Views
Message 5 of 6
Flag for a moderator

Re: super hub 3 replacement order has not arrived

Why should we consider ourselves lucky?
0 Kudos
Reply
Highlighted
  • 24.72K
  • 1.43K
  • 3.14K
Alessandro Volta
20 Views
Message 6 of 6
Flag for a moderator

Re: super hub 3 replacement order has not arrived

Because the Hub4 is worse than the hub3. 


*****
If you think my answer has helped - please provide me with a Kudos rating and mark as Helpful Answer!!
I do not work for Virgin Media - all opinions expressed are of my own and all answers are provided from my own and past experiences.
Office 365, Dynamics CRM and Cloud Computing Jedi
0 Kudos
Reply