Forum Discussion

Oldgrandma's avatar
Oldgrandma
Joining in
11 months ago

I am pulling my hair out

I been  with virgin for over a 20 years. So far never had any issues.

My contract was cancelled with virgin on 28 feb midnight and the boardband  stopped working. 9 hours later I called and signed a new contract. 

My equipment is still plugged in and nothing changed in 9 hours.

I was told it should  be up and running  in 24/48 hours.

I got no broadband or tv. I get a message  connected but no Internet on mobile phone. Pc is connected via cable to router and has no Internet.

I did a complete reset  of router.I tried ping  and traceroute from  router interface and it doenst work. Router has been assigned the same ip as last time .  

Tech support  keeps asking  me to unplug snd replug cables. Check ethernet Interface..they are not listening to or don't understand  when I talk about ping or traceroute tools on  router not working.

Tv doesn't work either. Looks like the service has not been re-enabled. 

Last call to tech support lasted 45 minutes and she transfered me to disconnection  without telling me. Before that she was gonna transfer me to gadget team and change me 45 pounds. 

I am losing all hope  here.

 

 

 

    • Oldgrandma's avatar
      Oldgrandma
      Joining in
      11 months ago

      Thanks for thr reply. I called and they are saying the same thing as the other team.

      All your services are activated  and we don't know why it is not working.  An engineer visit is not needed and it will take day. Looks like this is the only option left.

  • Oldgrandma's avatar
    Oldgrandma
    Joining in
    11 months ago

    Just a text saying..

    Hi again. We've checked your connection and it's looking good. We'll keep an eye on it until 01/03/24 15:45:43.

    What the hell are they checking %%%%÷%%#%

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    11 months ago

    Go to the Router Status page on the Hub.  What does the Provisioning State say ?

      • David_Bn's avatar
        David_Bn
        Forum Team
        11 months ago

        Thanks for your post on our Community Forums Oldgrandma, and a very warm welcome to you!

        Sorry to hear of the issues you've been experiencing with the connection and/or account.

        Can you please confirm what has been advised on the most recent occasion you have spoken with our team?

        Have we possibly issued out any new equipment as part of a package change on the account at all?

        Thanks,

        David_Bn

  • Client62's avatar
    Client62
    Alessandro Volta
    11 months ago

    Login to the admin menu using the Hub Password.

    What are the status for  :
    + Wireless ?
    + Internet ?
    + Telephony ?

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    11 months ago

    This might be an account problem rather than an equipment problem.

    Normally VM won't let you have a new contract immediately after leaving, in order to stop existing customers getting new-customer deals. 

    • Adduxi's avatar
      Adduxi
      Very Insightful Person
      11 months ago

      Could be.  I had to wait 90 days before coming back as a "new" customer.

  • Client62's avatar
    Client62
    Alessandro Volta
    11 months ago

    Seeing a total of 38 channels connected indicates:
    1) the Hub is permitted to connect to the network
    2) the Hub has downloaded an internet connection profile