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Albermito
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Message 1 of 9
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Problem activating new kit

Hello, I have new kit at home and I have received a message saying that everything is ready to work. Well, Everything is installed correctly but it dorsn't work. I don't know if is activated or I have to acivate it. If I have to activate it they ask for account number or telephone number but I don't have any of them. By telephone nobody pick up the phone and I need internet conexion asap
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backtothefuture
Fibre optic
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Message 2 of 9
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Re: Problem activating new kit

If an installer has fitted your equipment then they should have activated it as part of the install.  If you have been sent the equipment by courier then you would need to call them on the number that was provided with it.

Unfortunately you just need to continue waiting in the queue as I believe that is the only way you can get the equipment activated.

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Albermito
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Message 3 of 9
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Re: Problem activating new kit

There isn't any queu to wait. It is a machine asking for the account number or telephone number to activate it and I don't have any of them so probably the only way to activate it is using mu adress
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backtothefuture
Fibre optic
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Message 4 of 9
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Re: Problem activating new kit

In that case if you contact Virgin Media via their main telephone number (150 from your phone) they should be able to do this manually for you by taking your name and address details.  The automated activation line only works if you have the details you don't have.

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Albermito
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Message 5 of 9
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Re: Problem activating new kit

But I don't have telephone at home because I only bought broadband so can only call from my mobile phone
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Superuser
Superuser
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Message 6 of 9
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Re: Problem activating new kit

Call 0345 454 1111. This number is covered by any plan minutes you have.
**********************************
I work for Virgin Media - but all opinions posted here are my own
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Albermito
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Message 7 of 9
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Re: Problem activating new kit

It is useless. I have called and they ask again for account number or telephone number....
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backtothefuture
Fibre optic
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Message 8 of 9
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Re: Problem activating new kit

If you are calling from a mobile you can use their freephone number 0800 052 0422 (Select option 4 and then 2).  I would recommend selecting the option that you are thinking of leaving to get through to the Loyalty team.  They are UK based and normally very helpful.  I'm sure they will be able to sort this out for you.

When the automated system asks for your account number just enter nine zero's, ie 000000000.  It may give you an error but if you keep trying you will eventually be connected through to a real person.

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Forum Team
Forum Team
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Message 9 of 9
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Re: Problem activating new kit

Hi Albermito,

 

Welcome to the community and thanks for posting.

 

My apologies you are having an issue with activating your broadband connection.

 

I would like to check this further and make sure that the activation has been completed. If you can send me a Private Message confirming your address, I can look into this for you.

 

Hope to hear from you soon

Sam


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