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Walmo21's avatar
Walmo21
Tuning in
2 days ago

Internet: Access Denied

Hi I’m an existing virgin media customer who’s just moved house and transferred our account to the new place  

When inspecting our new house I noticed that our VM cables into the house had potentially been cut. I’ve booked in for an engineer but, on the off chance that it wasn’t the vm cables that were cut (there are loads so it’s hard to tell), I plugged in the router to the VM socket. 

The router light has gone it’s usual purple color and looking at the router logs it’s most recent entry this morning is LAN login success, but when I check the router status it says access denied for the internet.

my question is: Could this be a symptom of a cut line or is it my line hasn’t been activated (it was due to happen today)?

Ive been in the virgin help queue for over an hour so hoping to get clarity whether I need to stay on the line to get the line activated or just wait for an engineer. 

Broadband
Connection
installation

1 Reply

  • Walmo21's avatar
    Walmo21
    Tuning in
    2 days ago

    Solution: Got through to virgin. Because they had booked someone to come and help install my gear as an interim before an engineer could come they had delayed activation of the line. Got that sorted and now everything is working.