Forum Discussion

Samuel_Fynch's avatar
Samuel_Fynch
Settling in
2 months ago

New customer, broadband hub doesn't connect, VirginO2 accounts don't connect...nothing works.

I received our hub yesterday. Property has an existing NTL box so was sent a quickstart setup.

Followed set-up instructions and trouble shooting, box continues to flash green - suspect something is wrong/not activated with the ntl box rather than hub.

Tried calling helpline, automated process sent a signal down the line to test. This morning I received a text saying the kit has been activated. Still not working.

I go back to the help line, asks for my password - I don't have a password because the VM/O2 account thing set-up as password-less..but I can't link the two together/not clear on what it is anyway.

Please help.

account
Broadband

7 Replies

  • Samuel_Fynch's avatar
    Samuel_Fynch
    Settling in
    2 months ago

    Sorted my broadband connectivity but still at a loss regards the account linkage.

    • Martin_N's avatar
      Martin_N
      Icon for Forum Team rankForum Team
      2 months ago

      Hi Samuel_Fynch,

      Thank you for our post and welcome to the community. 

      We're very sorry to hear about the issues you had with your service. 

      We're glad to hear tyour broadband is working now. 

      To confirm, have you registered your online account? 

      ^Martin

      • Samuel_Fynch's avatar
        Samuel_Fynch
        Settling in
        2 months ago

        Hi, Martin - yes, I believe I've registered my account, though I'll also admit to being confused by the various steps. 

        I've received my contract and billing information so assume that I have.

        I just tried to open my account again, at which point it tells me I can't do this as haven't linked my account with my ID. I click through to do this and just get the 'Sorry, something went wrong' message. I press try again and it just takes me back to link my account which results in the same...