I was due to have my gig1 service installed yesterday.
The engineer completed all the cabling as I requested and I was very pleased with the install. When he arrived he said that all the engineers had had their hub 5 devices taken back and he’d need to temporarily install a hub 3 at lower speeds until a hub 5 was available.
He then advised that he was no longer able to activate the service with a hub 3 so he’d mark the install ‘not complete’ which should trigger a hub 5 to be sent through the post.
Today I’ve tried to get an estimate for when one might be sent and after several hours and 4 different departments all getting confused that the install is actually completed, I just needed a hub to be sent. I’ve now been left with a vague “we’ve sent an email to the fulfilment team to resolve the issue” message with no estimate or timeline just that I should receive something soon.
I understand there may be an issue with shortages but why have I had a partial install done and been left in complete limbo?
Unfortunately most people on the board cannot help you, you will have to wait for a VM staff member to get to your post. This takes 2 or 3 days normally, but at this time of year it may be longer.
I'm so sorry to hear you haven't heard back about this yet - we'd really like to look into this with you and get it sorted ASAP!
I've popped you over a private message so I can take some details. Please look out for my message over at the purple envelope.