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where is my wifi hub

I spoke to virgin a few days ago about how slow my wifi is and they agreed to send out a new hub for me, they said it would take a few days but its been a week now and I haven't received it yet. I try calling virgin media but it keeps cutting me off. I'm also aware you can track orders on your VM account but I cant access the account because I can't reset my password, I have also made a thread about this.

can someone at virgin please tell how long it will take?

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