Super Hub 4 stock shortage - Unable to to upgrade M600 to Gig1 - Mis-sold contract?

[101Haslam]

Created an account to just post this.

I've noticed there are a few others on here facing the same problem I am

I also upgraded from Ultimate Oomph to Ultimate Volt, with the only difference between the packages being the unlimited sim is now O2 instead of VM and broadband speeds should be boosted from 600Mb to Gig1. When I upgraded I was told that the Gig1 is available in my area but the Super Hub 4 was out of stock and I won't be able to get the Gig1 straight away, however, I was told that once they are back in stock I will automatically be sent the Hub 4 and be upgraded to the Gig1 at no extra cost. The next day I get my contract emailed to me and it tells me that I'm still on the M600 with no mention of Gig1 anywhere. Under broadband on MyVirginMedia app, it tells me that one of my Volt benefits is "Your broadband speed has been boosted to the next available level (if you aren't already on the fastest speeds you can get in your area)" but this is not true as I've been on the same speed for almost 18 months.

Since then I have rung Virgin Customer Services multiple times, and spoken to multiple departments (mainly retentions who did the upgrade) to get them to clarify the exact details of my contract. Almost every advisor I have spoken to has been contradictory. Some are saying that it isn't on my package however they can process the upgrade right now and get the Hub 4 posted out to me but there'll be an additional charge, some are saying that I am eligible for the free automatic upgrade once the Hub 4 is back in stock and that I just have to be patient, and others telling me that they can process the free upgrade but their system won't allow them to build the package and process it. I was expecting a callback yesterday (that never came) from one of the advisors, Susanna who was chasing their Team Leader for updates about my problem.

After not receiving the call, I contacted VM once again. This time the advisor informed me that because it's been 15 days since I upgraded I can no longer back out and cancel my contract, however, he advised me that I should complain and get my upgrade call listened to by management and anything that was promised over the phone I'm entitled to receive. He also advised me not to process the complaint today as it would "rock the boat", instead I should wait for Susanna to call me back with an update.

Needless to say, I'm not happy about the whole ordeal.

[RJMD]

Can we get it in writing that the above is incorrect, and that upgrading users are entitled to it?

Can we also get an ETA on Hub 4's, and how on Earth do you manage to sign up new customers when you have no hubs to give them?  Why are you promoting Gig1 at 28 quid a month for 6 months, when you don't have the hubs?

Why do I get the impression you're lying, and your network can't handle Gig1 so you're using the chip shortage as an excuse?

JD

[RJMD]

And on a related note, when are the Hub 5s rolling out?

JD

[Zoie_P]

Hi RJMD, 

Thank you for your post.

Our hub 5's are still on a trial at this moment, we have details on when they will be rolled out.

Zoie 

[RJMD]

Good to see you ignored all the other questions....

JD 

[enlli]

I'm a trialist for Hub 5 and it is far from complete. 

First, it won't work with the WiFi Pods 

Second, it's telephone features are not enabled

Third It has trouble with Samsung Devices. One example is O2 Wi-Fi Calling won't work on my S20+ when connected to the 5 Gig band. 

[Andrew-G]

@RJMD Why are you promoting Gig1 at 28 quid a month for 6 months, when you don't have the hubs?

Same reason they're selling Netflix-included deals when they've beggared up the authentication, meaning customers aren't getting the promised content, and in some cases are losing access that previously was working.

And that reason is that VM's management have doctoral qualifications in the science of over-promise and under-delivery.  Mendacious marketing?  Certainly, Sir!  Efficient and effective customer service delivery?  Sorry, Sir, we don't do that here.

[101Haslam · Accepted solution]

I have managed to get this sorted, I hope.

I spoke to a generic WebChat agent who wasn't particularly useful until they transferred me to the WebChat Retentions team (I had to wait 3 hours until I was connected to someone). I spoke to an agent named Charlie, and they were able to push through the free upgrade from M600 to Gig1, as I agreed to as part of my contract upgrade all those weeks ago. I'm hopeful that this upgrade is genuine as I can now see an order on my Virgin Media account page for the Hub 4, expecting delivery Saturday 11th

The best thing about WebChat is that they leave a transcript behind, now I have it in writing that I'm entitled to a free upgrade to the Gig1 and that it is being processed.

Finally an end to this ordeal!

[james74]

Hi,

I am having the same issue, when can I expect to receive my hub 4 and therefore be able to access 1gig broadband. 

James 

[padcontrol]

In the same boat. Got the Volt ultimate and waiting for 3 months to get the Gig1 "free boost" as there were no Hub 4 stock. Grats mate! hopefully got yours sorted. Fingers crossed I can sort my mess out soon too.

[james74]

No mine is NOT sorted, still waiting for my hub 4 so that I'm able to get 1gig connection 😤