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Hub 5 order

Doudar
Fibre optic

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”.

 

JohnD
Strangely strange yet oddly normal.
7 REPLIES 7

jpeg1
Alessandro Volta

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!

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!!!

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
Forum Team
Forum Team

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

Travis_M
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs



@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.

 

JohnD
Strangely strange yet oddly normal.

I’m with you on this John

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

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