Why is a house move so difficult?!?

[k3lvin]

So we moved back in December and was told we needed a new router and Virgin sent out another Hub 3.0 which is what we already had. After a few issues this was set up and activated. Since we have had several conversations with customer services over the phone or via chat. 

Our account was set up as a new account rather than merging the detail of our original account. The problem we had for the past couple of weeks is our Virgin Connect App and not being able to use our pods to help with signal upstairs.

We are told we will receive a call back which doesn't come. We are told that it's been escalated and will be rectified within three days which doesn't happen. 

This week we have been able to finally sign into the app however the hub is not recognised and also pods not shown. 

Before we give up and buy a new mesh system can anyone share any advice and how to rectify this that doesn't require a call to CS and going around in more circles?

[carl_pearce]

The pods will need pairing with the new HUB 3.

You can wait a few hours, to a few days, for a reply from VM on here.

[XH82]

It's incompetance and having customer service staff in the cheapest corners of the world where they bearly understand English, much less have a fluent conversation. 

Everywhere you go there are barriers to providing an acceptable level of customer service, like spending 30 minutes chatting with a bot which repeatedly asks the same irrelevant questions, refuses to transfer to a human, and seems constructred entirely to ensure you can never get through to a human and just give up.

Take your business and money elsewhere, these incompetent foreigners and fraudsters belong in a scammer call centre and treat you with the same contempt, the same failure of training, and the same theft of your money without providing anything in return. 

Virgin are crooks and fraudsters hiding behind incompetence. It's a scammer company.

[Martin_N]

Hi k3lvin,

Thank you for your post and welcome to the community. 

I'm very sorry to hear about the issues you've been having with your broadband service.

We are happy to take a look into this for you. 

I will private message you now to confirm your details. 

^Martin