Hub 5 order

[Doudar]

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”.

[jpeg1]

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!

[MGO1975]

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!!!

[MGO1975]

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!!!

[Travis_M]

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

[Doudar]

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@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

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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.

[MGO1975]

I’m with you on this John

Despite receiving a response, I have received nothing further forum wise - but as importantly Virgin themselves. 

[jamesie1979]

Same. Hub 4 received when upgrading to 1Gbps. Though hub 5 stated w/ 2.5Gbps port & 6.