New Router with renewal?

[Only_Pez]

Hello!

I'm a returning Virgin customer, and recently, my router (Hub 3) has started to show signs of overheating (an Orange/red light consistently on the front of the router, along with the top being warm).

This comes just in time for a contract renewal, but I wanted to check that Virgin will send you a new router if you renew your contract. In previous providers, I've been with that's never been the case, so I wanted to double-check if that was the case or if I needed to book a replacement.

Thank you!

[jpeg1]

You will only get a new router if you upgrade to a faster contract that the Hub3 can't use. Otherwise you'll have to negotiate renewal on condition of a new router. 

[nodrogd]

---

@Only_Pez wrote:

Hello!

I'm a returning Virgin customer, and recently, my router (Hub 3) has started to show signs of overheating (an Orange/red light consistently on the front of the router, along with the top being warm).

This comes just in time for a contract renewal, but I wanted to check that Virgin will send you a new router if you renew your contract. In previous providers, I've been with that's never been the case, so I wanted to double-check if that was the case or if I needed to book a replacement.

Thank you!

---

The red light is a fault warning. The equipment is rented, so VM will replace it if its faulty. Changing contract does not involve new equipment unless the old equipment is not within the spec required to provide the service taken. I will escalate this thread so that the Forum Team can get in touch with you. The red light is a safety issue that needs addressing.

[Alex_RM]

Hi Only_Pez,

Thanks for posting and welcome to our community 😊

Sorry to hear you're having some issues with the hub, so I can help I've popped you over a private message.

Alex_Rm