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1 gig broadband upgrade, sent hub 4 instead of hub 5

jonchurchy87
Tuning in

on ‎04-01-2023 17:57

Hi,

Today was supposed to be the day I upgraded from the 500m internet to 1 gig from hub 3 to hub 5.

When the yodel delivery arrived, all that appeared was hub 4, even though in the contract and deal that I was sold was explicitly for hub 5.

I spoke with a customer service agent earlier who said that hub 5 should be with me on Friday and that an email should be sent out confirming this but I have not had anything, just wondering if hub 5 is going to be dispatched at all, or if anybody else had had hub 4 delivered to the instead of hub 5, as I went for the hub 5, as an upgrade from what I currently have

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24 REPLIES 24

Tudor
Very Insightful Person
Very Insightful Person

on ‎04-01-2023 18:01

I believe the Hub5s are only being sent out to new customers on 1G, not upgrades. This is because of shortages. A VM staff member may be able to help further.


Tudor
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Adduxi
Very Insightful Person
Very Insightful Person

on ‎04-01-2023 18:03

Is it in writing that you would get a Hub 5?  Both the Hub 4 and 5 are the proper Hubs for the 1 Gb Tier. 

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jonchurchy87
Tuning in
In response to Adduxi

on ‎04-01-2023 18:06

Thanks for this, yea it’s on my contract for a hub 5

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jamesie1979
Tuning in
In response to jonchurchy87

on ‎04-01-2023 18:54

Hi,

Exact same thing happened to me last Saturday. Upgraded to 1Gbps and got a Hub 4 even though order says Hub 5.

Wanted it for the 2,5Gbps port as I have a multigig router. So 940Mbps instead of the advertised 1130Mbps.

Was given about 5 different reasons.

jonchurchy87
Tuning in
In response to jamesie1979

on ‎04-01-2023 18:57

Yep exact same reason why I wanted the hub 5, at least I am not the only one with this issue

jonchurchy87
Tuning in
In response to jamesie1979

on ‎04-01-2023 19:46

Hey jamesie1979

Dis you manage to get a hub 5 set to you or are you still waiting?

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jamesie1979
Tuning in
In response to jonchurchy87

on ‎04-01-2023 21:28

Not yet. Doubt it will happen anytime soon to be honest.

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jonchurchy87
Tuning in
In response to jamesie1979

on ‎04-01-2023 21:56

Are you using the hub 4 at the moment? I might wait until Friday and see what happens, not very hopeful though

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carl_pearce
Trouble shooter
In response to jamesie1979

‎04-01-2023 22:09 - edited ‎04-01-2023 22:11

@jamesie1979 wrote:

Hi,

Exact same thing happened to me last Saturday. Upgraded to 1Gbps and got a Hub 4 even though order says Hub 5.

Wanted it for the 2,5Gbps port as I have a multigig router. So 940Mbps instead of the advertised 1130Mbps.

Was given about 5 different reasons.

It's advertised as 1130Mbps across multiple devices at the same time when using the HUB in router mode.

You'll still get full speeds across two devices for the time being.

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