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Didn’t receive new hub as promised

Tuning in



I am a long term customer of virgin media (20+ years).

On the 11/6/24 I received an email to say, I had an old hub and I could receive the latest one free of charge.

I clicked through on the webpage and was given a delivery date of today.

A few days later on the 14/6/24, I extended my contact with virgin, the guy I spoke to asked me about that order and I said it was for a hub.

I have taken the day off to receive it, and I have been told that they have no record of it? And if I want a new hub I need to take out a new contract?

Can anyone help please?  I have attached the email that came through to me.   Thanks, Richard  





Forum Team
Forum Team

Hi Rich1234 👋

Welcome back to the community forum! Thanks for posting. 

So sorry to hear about your experience with this hub upgrade offer, and difficulties in trying to get it sorted.

I'd like to take a closer look, to investigate what's happened and offer help in getting things resolved. I just need to send you a PM to confirm a few account details to do so. 

You can find the PM in the top right corner of the page in your Inbox. 📩 We can then return to this public thread with another update when possible. Thank you for your patience in the meantime!

Wishing you all the best. 🌞