Virgin Media Broadband - No Router???

ricksExpensive

Morning people,

I need some advice about Virgin and what to do? I have searched previous threads and noted some ideas etc but clarrification would be good.

Basically I got virgin TV, phone and broadband all which was installed 3 weeks ago.

BUT..... they didnt give me a free wireless router which is clearly advertised on their website, the engineer that installed everything said they get posted out, but after a week, i started complaining via the phone, and im getting no where at all.

I have been told three different things up to now,
1) you dont get free routers any more
2) Ill send one out to you today (2 weeks ago)
3) there is no record of you complaining before there is nothing we can do if the engineer didnt install the router with you or you havent received it via the post.

I havent got a clue what to do, the only way ive managed to get online is with a very short network cable attached to my laptop and the little modem - i need internet for my work etc.

I wondered if i should be writing a letter, or email? But also what it should say? Are they in breach of the contract? I know my cooling off period was only 7 days so not sure if can claim that?

Any help or advice would be appriciated.

Regards

Rick

penrhyn

The relavent bit appears here in the T&Cs,

Free Virgin Media Hub for L and XL: Wireless enabled equipment required. Available to all new Broadband customers taking our Size: L and Size: XL Broadband services, and to existing Broadband customers upgrading to Size: XL (subject to status and credit checks). Wireless router for XXL: Wireless router and adapter are included in your package. Equipment remains property of Virgin Media. Existing customers not upgrading their package can buy a Virgin Media Hub for £60 or a Wireless N router for £50.

ricksExpensive

Erm... to me that doesnt make sense? Does that mean that i dont qualify for a wireless router despite being on the XL package?
I am a new customer.

ricksExpensive

It says on the next page
New customers: Free withBroadband L or XL
Existing customers: Free with Broadband L and XL if you've never had broadband with us, £60 when you upgrade to Broadband L, or free when you upgrade to Broadband XL.

kwikbreaks

Did you get a modem or a hub? It was around 3 weeks ago that VM changed from issuing a modem + router on L and XL to issuing the combined modem router which they call a hub.

If you have a hub you won't get (and don't need) a router. If you were given the modem then you should get the router and need to persevere with CS.

VM have a bad track record on not giving out the routers - I didn't get one and as I have a home network it was a real PITA so I called and said I was cancelling because they hadn't left one and I'd been given some BS about a delay due to the Icelandic volcano - I got one by Special delivery next day.

If the box you have has more than one ethernet port then you've got a hub.

jb66

kwikbreaks wrote: »

Did you get a modem or a hub? It was around 3 weeks ago that VM changed from issuing a modem + router on L and XL to issuing the combined modem router which they call a hub.

If you have a hub you won't get (and don't need) a router. If you were given the modem then you should get the router and need to persevere with CS.

VM have a bad track record on not giving out the routers - I didn't get one and as I have a home network it was a real PITA so I called and said I was cancelling because they hadn't left one and I'd been given some BS about a delay due to the Icelandic volcano - I got one by Special delivery next day.

If the box you have has more than one ethernet port then you've got a hub.

It wasn't BS

ricksExpensive

Thanks for your comments.

Its def not a hub - its just a small little black modem with one network socket on it.

Rang customer services again last night when i got home, and it was a the engineer should have left a router with you we will be in touch tomorrow.

The Customer services are terrible!

R

macman

Clearly you have been screwed around by VM, but rather than waste hours/days/weeks trying to get some sense out of their CS agents, why not just get on eBay and buy yourself a basic cable router? Plenty of Netgear models available for about a tenner upwards.

kwikbreaks

jb66 wrote: »

It wasn't BS

Strange how they were able to send one out when I !!!!!ed then....