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ShruggyMcGrew's avatar
ShruggyMcGrew
Just joined
8 months ago

Desperate for help please

We recently had to move house and the address didn't have the speeds we wanted. The only supplier is Virgin Media so we booked a Quick Start so we could plug in and get going ASAP. This was for last Tuesday the 9th.

Yodel happened, no Internet for a week, we've all run out of data, time, money, patience and finally got the gubbins from Yodel yesterday after sitting outside my old house for 6 hours waiting for them to turn up. Virgin support were not much help either tbh. 

Anyhoo, came home and try to plug in. No box on the inside wall. Research said it wasn't needed and we could get by with a different connector, I forget the name. 

Got the connector today. Plugged it all in and waited. 2 hours later we still have a flashing green light and many tears. We use Internet for work, TV, gaming, contacting family via Skype etc

Phoned customer service who said to restart, they would send a signal, wait 20 minutes an all would be fine.

An hour and a half later and we still have a flashing green light and no Internet. 

I'm not sure I have the will to even phone them up again. The earliest online appointment I can book is on Monday. That will be one day shy od two weeks with no connection.

All of this is on me and I am at a loss as to what to do. I have spent at least an hour every day trying to sort this out.

Please someone help me. 

  • goslow's avatar
    goslow
    Alessandro Volta
    8 months ago

    Could be local issue with the connections in your home or maybe an activation issue with the equipment or your cable may be disconnected at the street cabinet (in which case only a tech visit will resolve).

    Keep a track of all this bungling as you may be eligible for compensation.

    https://www.virginmedia.com/help/billing-and-payments/automatic-compensation

    and

    https://www.virginmedia.com/legal/fibre-optic-services-terms-conditions/automatic-compensation

    Para 5 and 6

    VM will absolve itself from paying for the courier delay (assuming VM can prove the equipment was sent on time). If, however, once you have connected the kit and cannot activate it VM treats this as a fault so VM has two full working days to fix before compo begins at £9.76 per day.

  • Alex_RM's avatar
    Alex_RM
    Forum Team
    8 months ago

    Hi ShruggyMcGrew,

    Thanks for posting and welcome to our community 😊

    We're sorry there were some delays with the setup. We can see you've been able to contact us since posting and been able to get the help you need.

    Let us know if you do still need help with anything.

    Alex_Rm