I've been with Virgin media for 13 years. A couple of weeks ago it seems by hub was compromised because despite changing all my password and factory resetting all my devices, duplicate accounts are still being set up and trying to draw money from my account. At first it seemed they were going to offer me a new hub, but then I was put through to someone who withdrew the offer. I have been through HELL the last two weeks. I am self-employed and have got next to nothing done trying to secure my online accounts. I said a hard reset was not going to set my mind at rest as I would still have the same IP address and that if they couldn't provide a new hub, I wanted to cancel my contract. I was then put through to someone who claimed from the get go that he couldn't hear me when I requested to cancel my account due to an alleged delay on the line, despite replying promptly to everything I said. He kept on insisting that he wanted to call me back on my number ending 414 and I told him I was locked out from renewing my data pack on that phone due to the details I was providing not matching those they had on record (one of a trillion problems I have had these last two weeks). He kept insisting over and over to call me back on that number, and I guess it is possible I could still receive a call on that number if I re-charged it. However, like I said, there was no evidence whatsoever of a delay on the line and there is also no way I can think of that Virgin would even know I have a number ending 414. It is not a Virgin mobile number and has never been registered to any Virgin account and I'm 100% sure of that. The whole thing has left me feeling utterly paranoid. Your response was to close my complaint (despite my asking for a written response) and suggest I seek help from the Virgin online community. I am not going to seek help in your community because I have already spent TWO WEEKS trying to resolve this with advice from various forums and it is not my responsibility to resolve. It's yours. After 13 years I requested a new hub to feel secure and you refused. Notwithstanding the fact that I did not believe a PIN / hard reset would resolve the issue, I have done a hard reset and as my phone was reconnecting a warning message flashed up that the WiFI was NOT secure. McAfee confirms the same (see screenshot attached). The WiFI connection is risky. I have already been hacked and have lost two weeks of work trying to secure my various accounts and had money taken from my account from a bogus account just today. It went within 5 minutes of my transferring money from my instant saver to my current account to pay for petrol! If I'm not entitled to a new hub, I don't know who is!!!! £67.50 a month for a risky connection!!!! I've also attached another screengrab from McAfee from another device. For the public, who I think can't see attachments, it reads: Your WiFi connection isn't safe. You should disconnect now to protect personal info like your credit card details and passwords. So I guess as an online tutor, my options are to go and work in a noisy internet cafe all evening (because that looks and sounds SO professional) and where I will probably have to spend at least a third of my earnings in drinks and snacks to avoid hogging a table for hours on end without spending anything OR stay home and risk serious and significant financial loss. It's unbelievable you think this is acceptable!