Account not activated?

Question

Moved home last Friday, received my Quickstart kit, and connected the Hub as planned. Hub seemed to sync up fine and I received a text saying 'well done, you're activated.'

However, looks like I'm not activated; logging on the Hub, it says 'Internet: Access Denied,' which I'm sure is because of an activation issue.

Four long calls to CS, going through the 'moving home' team. Each time they run checks, tell me to wait another 24 hours, then restart the router, but with no luck.

Any advice from anyone on how to actually get things activated?

Elm · Answer

So they've told me the account is activated, but they can't understand why the Hub is refusing to allow internet access. &nbsp;Four day wait for an engineer to visit.

Adduxi · Answer

It could be the cable is disconnected in the street cabinet and will require the technician to attend.

Elm · Answer

Seems unlikely it would be able to see any form of connection if that was the case? &nbsp;The previous owners of our property were with VM as well, so everything was in situ.

jpeg1 · Answer

Did the previous owners give their 30 days notice to cancel their account?

It's possible that their account is still activated for that address, and a different Hub won't activate there.

** My name is jpeg1, not Alessandro **

Elm · Answer

Good point; but how can I get through to CS about this?&nbsp; The typical call centre responses are just no good.

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Account not activated?

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