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since ‎18-11-2021

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Hi; I change package on 11/4/2023 why can't I get a Hub 5 Router     [MOD EDIT: Subject title changed for clarity]
Can I get Virgin media hub 5 in Plymouth uk as a advisor told me when I asked to upgrade that they weren't available yet because of the network in my area  
I made a official complaint last week and when I check the complains page to see if virgin media had replied it said there where no ongoing complaints 
I'm trying to find out if the network updates in Plymouth included 1 gig and when will it be switched on