Is it possible to use a hub that’s tied to my old account on a new account.

[SOnd]

long story short my Startup kit got lost in the mail and I’m wondering if it’s possible to change the tie the MAC address of my old hub to my new account.

I’ve moved homes last week and my startup kit was meant to arrive on the 20th of Sep, however it never did. The tracking show that it’s at the final delivery destination (I assume my local Yodel hub) but that hasn’t updated since the 21st. I’ve contacted Yodel and they basically told me to contact virgin which I did and they helped me by booking a technician to come out (not really sure why but if it gets me online I’m happy)

in the mean time I was wondering if it possible to change the MAC address or link it to my new account.

Thanks.

[Ayisha_B]

Hi @SOnd 👋

Welcome to our Community Forums and thanks for your post. 

We're sorry to hear your kit didn't arrive. It's not possible to connect your old hub to your new account, no.

When is the engineer visit booked in for?

[SOnd]

Engineer was booked for today (30th) but he never showed up. I have messages from Virgin confirming he’s meant to arrive today.

After speaking to someone at Virgin they came to the conclusion that the wall sockets are outdated and need replacing.

[Roger_Gooner]

Why are you getting Quickstart? You are supposed to use your old hub in your new home, and its MAC address will be recorded in your new account.

[-tony-]

complete rubbish from VM - of course its possible to use your old hub - they dont like it and it will not work if you plug it in but they can sort that with a phone call - the problem is the numpties you are likely to talk to wont have a clue so they come up with reasons  excuses that they them pull out of the air - out of date sockets - what complete rubbish

staff here should be able to help but the response you have had shows they either cannot be bothered or are also clueless

[Akua_A]

Sorry to hear this @SOnd In this case, to best look into this, we are sending you a private message. Please keep an eye out for an envelope at the top right corner of your Forum page. Let me know if you have any issues locating this. 

Thanks,
 

[SOnd · Accepted solution]

Quick Update:

So yes you are able to use your old hub at a new address but you need to contact support and it's luck of the draw if you get a support agent that will help you. In my case it took 2 calls before someone understood what I wanted to do and tried their best to help out. Unfortunately in my case some of the connection at the new property were very old and needed redoing. A technician managed to help out and get me up and running.