I thought it would be better to post this question here rather than phone the customer services team as I imagine they are overwhelmed at the moment.
I upgraded my broadband last week from M150 to M350 and received a confirmation email and then nothing happened! So yesterday I found a link to upgrade my Hub 2 to a Hub 3 so decided to process that first as I'm aware the Hub 2 only supports up to 200Mbps. I'm only using my hub as a modem any way but figured I might as well grab the newer version.
Again I received a confirmation email after choosing my delivery date but there is still nothing showing in my open orders. Would somebody please mind checking my account to see if either of the above orders are being processed?
Quick question, what’s the process for upgrading our line from M150 to M350? I guess I need to install the new hub first and then do the upgrade online and the rest happens automatically? Does it matter if I’m using the new hub in modem mode?
If you wish to upgrade, you can certainly check this via your online account; however, I would wait until your new hub is installed and activated as it will try and send a new HUB3 if the account shows your old equipment!
It will take around 48 hours for your online account to update once active.
Please install using Hub mode and keep it in hub mode for around 24 hours before moving to Modem mode.