New Install and wrong starter kit ( Hub 3 instead of HUB 5 ) Pls help

[meraip]

Hello, to my surprise after sometime, I have finally received my starter kit however the previous owner has Hub 5. Today I received a Hub 3 Starter kit, so I have gone backwards.

I do not want to start it until I have the Hub 5 Starter kit. Can the pre-install team send the right one immediately please as it seems the warehouse issue might be getting sorted.

I direct messaged on another conversation on this forum Carly as asked if you have not received a starter kit pls contact us. I received a uncalled for DM back not contact them unless specifically asked to do so!!! Wow!

Can a forum team member sort this for me. I look forward to hearing from you urgently.

[RetiredATCO]

I direct messaged on another conversation on this forum Carly as asked if you have not received a starter kit pls contact us. I received a uncalled for DM back not contact them unless specifically asked to do so!!! Wow!

Hardly surprising, unsolicited DMs are not the way it works.

Does the service you have ordered actually require a HUB 5?

Do you have XGS-PON or DOCSIS?

[jpeg1]

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@meraip wrote:

Hello, to my surprise after sometime, I have finally received my starter kit however the previous owner has Hub 5. Today I received a Hub 3 Starter kit, so I have gone backwards.

I do not want to start it until I have the Hub 5 Starter kit. Can the pre-install team send the right one immediately please as it seems the warehouse issue might be getting sorted.

I direct messaged on another conversation on this forum Carly as asked if you have not received a starter kit pls contact us. I received a uncalled for DM back not contact them unless specifically asked to do so!!! Wow!

Can a forum team member sort this for me. I look forward to hearing from you urgently.

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If the Hub3 is suitable for the service you are on, VM will consider your contract has started and that a Hub5 would need an 'upgrade'. Your only recourse would be to invoke the 14 days cancellation. 

[meraip]

It’s 500MB which will be Volted to 1GB. What do you think?

[jpeg1]

You'll need a Hub 4 or 5.

[meraip]

VM quick install kit installed, however, it is not picking up the new router or activating the new service from the existing from the previous account holder. 

The new installation and manage appointment said 6 Dec but has since disappeared and is blank.

My new contract cannot start although the internet is working. Will this mean the previous account holder will get charged?

it’s just one problem after another!!

Any advice.

[jpeg1]

There are always problems with a quick contract change.

The previous account holder will be charged until their contract has been closed after the 30 days notice has expired. VM will want the equipment returned to them, or they will charge for it. 

The new account cannot start until the old one when has finished because there cannot be two accounts at the same address. There also used to be a break of 14 days between accounts and this caused problems for the new user. I don't know if this is still applied. 

[jbrennand]

Have yo checked on the equipment activation number on - 0800 953 9500 (follow options) and check with them that the Hub has been activated on your account.

You will need to hand, the Model numbers, serial numbers/MAC addresses off the barcode stickers of ALL pieces of kit and also your account number

[Robert_P]

Hello meraip

Sorry to hear of the issues with your equipment, we appreciate you raising this via the forums.

As mentioned, we don't respond to Private Messages unless we have specifically invited the forum member in for one, this is part of the forums rules. We can see you have spoken to the team since posting and trust they were able to assist with your query.

[meraip]

Ref Complaint: C1212242886 I had a call from the executive team ( Alicia ) yesterday repetively asking, “Can I close the claim down”. I had to slow her down and she continued and I explained my account should have closed which was my contract end date 4 December 2024 so why is it closing down on the 2 January 2025 and now 13 December 2024. In the meantime I have been charged £14.31. She proceeded to say I have additional charges and can I taken payment now ?!!

When I asked why I am being charged at all she started that my disconnection was 2 December 2024. A new mix in the the date changes and delays due to warehouse etc. Just babbling and not listening. She looked and said I can see £14.31 and other things. I commented and said if it is 2nd December connection then there should be a refund. Also at this point she wanted to close down the claim again. I had just about enough from Alicia. I forgot to mention also if it 13 December the there should also be auto-compensation. She proceeded with the same and I am not sure whether I am receiving credits or not with everything in the mix of confusion. As it was all about closing the complaint.