How long should it take to receive a replacement for a failed Superhub?
 

Anyone got any advice on this?

Thursday morning, first thing, Superhub dead as a dodo. Called Virgin support, they said they would despatch a replacement, I would receive a text with the tracking number and it would arrive Friday.

Thursday evening, no text has arrived, so I call back. They say "it has been dispatched, but it normally takes 2-3 days to arrive". But they also say "we don't know the tracking number". They do give me a work order number though.

Friday morning call again. First agent I speak to tells me it will take 3-4 business days to arrive. When I protest (remember I have no broadband at all now), he passes me to another agent who says "yes, it's been despatched with Yodel, and here is the tracking number". I look it up on Yodel's web site and it's not there. The agent says "give it a few hours, sometimes it takes a while to appear".

Friday evening. Guess what: the tracking number is still unknown on Yodel's web site. I call Virgin support again, and this time the agent says, get this, "It will take 3-4 business days to get you a tracking number"!!!

Every time I call them, the despatch time gets longer. (Perhaps I should stop calling?) I am in Surrey, not a difficult place to deliver a parcel to.

Anyone got any suggestions on how I can find out if and when this wretched device will be delivered? I don't believe a word their agents say. Thanks in advance.

Re: How long should it take to receive a replacement for a failed Superhub?
 

put in a complaint. Afaik it is next day delivery and although VM may not know the tracking number immediately, they would defo get it on the evening od despatch when the courier collects the parcel from the origin site and the tracking information is updated.

Re: How long should it take to receive a replacement for a failed Superhub?
 

Well, it's resolved. Having reported the failed Superhub at 6am on Thursday, I received a text with the Yodel tracking number at 7.30am on Saturday, and the new box was with me by mid-day. Four different calls to Virgin support provided all kinds of mis-information, including a Yodel tracking number which was simply completely false. But I am up and running again. Total outage 52 hours.

Re: How long should it take to receive a replacement for a failed Superhub?
 

Might be worth asking them to give you a discount for the down time. It works if you ask politely. :D

Re: How long should it take to receive a replacement for a failed Superhub?
 

2 days would work about £1 refund