I've recently moved house and unfortunately I'm unable to use a wired connection, and as myself and my wife both require good stable internet connection for work we decided to look into getting the Hub 5 for Wi-Fi 6.
After speaking to customer services, I was told I couldn't get the new Hub 5 because I wasn't on their Volt Package, but if I did upgrade I would be eligible. I decided to upgrade at a slight increase to my bill, but at least I could get the new Hub.
I contacted Virgin and arranged my house move, I was advised that the engineer would bring the new Hub 5 as it was part of my package. However, on the day, the engineer arrived with no new Hub, having been told nothing about it.
I spoke to Virgin customer support today, for the 4th time, and now I've been told I cannot get the Hub 5.
I am incredibly frustrated and disapointed, after spending all this time speaking to your team, upgrading my package (costing me more), arranging a move and being told I will get the new Hub, to then be told the opposite.
I was told by a the Virgin representative on Trust Pilot to post my issue here. Any resolution would be greatful.
Hi there @aredderz, welcome to our forum and thanks for your post.
I'm sorry to see that the team have told you that you are not eligible for the hub 5 after being told that you would be after changing your package price.
It would be best if I send you a PM to confirm your details so I can look at this further.
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Just a quick note to say thanks for the private message. I have now ordered the Wi-Fi pod as requested and you will be notified by text regarding this.
I have arranged for home delivery for you, please let us know how you get on once you receive this.
Kind regards Jodi.