Well this is an interesting turn of events, the Virgin CSR admitted to me that my Hub 2 is not capable of supplying me the speed from a M350 connection, and I require a Hub 3.
He also said that I should have been sent a Hub 3 replacement when I upgraded to M350.
He arranged to have a Hub 3 sent to my home address asap.
When I asked him, as I've been paying for 350 but only receiving 200 for over a year and a half, due to virgins mistake, am I due some compensation, he says "oh yes, I will make the hub 3 upgrade free!" To which I answered "Isnt that free anyway?" He replied "Oh yes, of course, but we cant give compensation..."
Theres no point arguing with a CSR drone, is there any way I can persue this, or is it a waste of time? Just mark it down to incompetence?
I am sorry to here your new Hub 3 has not turned up, if i was you i would phone customer service again and select you are thinking of leaving, that should get you threw to retentions.
Explain to them that you have been on a M350 package but only been getting 221 Mb/s due to Virgin not sending you the correct Hub 3 for your upgraded service, and that you were promised a new Hub3 arriving Monday, but its never arrived.
Hopefully they will be able to get a Hub 3 sent out ASAP, and you maybe able to get them to get you a monthly discount based on the fact you have over paid for a service you have not received.
Welcome to our forums and thank you for reaching out. I do apologise that you've been having trouble with your broadband speeds and receiving a new router.
I certainly would have expected this to be with you by now, although I'm afraid that I've been unable to locate your account using the information you've signed up with here. Could you please confirm whether you've now received your new equipment?
If so, is your connection now performing as expected?
If the answer to either of these questions is no, you're welcome to drop me a private message by hovering over my username and clicking "send message" so I can take a look into this for you.