on 30-12-2022 09:26
On the 8 Dec, I ordered an upgrade to the 1GB package which includes a hub 5. I received a confirmation email which stated delivery of 7 – 10 working days. Even taking into account the Christmas holidays and postal workers' strike I would have expected to receive the new modem by now.
I have checked the your orders page under my account but it just says “you have no orders open”.
30-12-2022 09:54 - edited 30-12-2022 09:55
You would not be the first customer to have been promised a Hub 5 as an inducement to upgrade your account, but then not receive it.
Virginmedia will say that the Hub 4 is adequate for the 1Gb service, and new Hubs are apparently in short supply. Sorry if this isn't what you wanted to hear!
on 30-12-2022 10:20
This to has happened to me.
signed up specifically as Hub 5 has Wifi 6 capabilities and received a Hub 4.
Self install was a joke too, following having to have an engineer visit, the line was disconnected in the cabinet.
So mis-selling and misinformation to induce me to sign up - no one taking responsibility either in terms of the wrong kit.
Then there is no connection for 8 days too waiting for an engineer.
Can’t even find a facility to complain properly.
Great start Virgin!!!
on 30-12-2022 10:23
This to has happened to me.
signed up specifically as Hub 5 has Wifi 6 capabilities and received a Hub 4.
Self install was a joke too, following having to have an engineer visit, turned out the line was disconnected in the cabinet.
So mis-selling and misinformation to induce me to sign up - no one taking responsibility either in terms of the wrong kit.
Then there is no connection for 8 days too waiting for an engineer.
Can’t even find a facility to complain properly.
Great start Virgin!!!
on 02-01-2023 10:58
Hi @MGO1975
Thanks for posting on our community forum and sorry to hear about the issue with your order
Our team will aim to have you installed / set up as quickly as possible, my apologies for any inconvenience that this has caused.
Regards
on 06-01-2023 13:11
@Travis_M wrote:Hi @MGO1975
Thanks for posting on our community forum and sorry to hear about the issue with your order
Our team will aim to have you installed / set up as quickly as possible, my apologies for any inconvenience that this has caused.
Regards
So @Travis_M You ignore the original poster (ME) and reply to MGO1975 instead.
I have still heard nothing from VM on this order, what the hell is going on.
on 06-01-2023 13:53
I’m with you on this John
Despite receiving a response, I have received nothing further forum wise - but as importantly Virgin themselves.
on 06-01-2023 17:29
Same. Hub 4 received when upgrading to 1Gbps. Though hub 5 stated w/ 2.5Gbps port & 6.