Forum Discussion

Mcelmacca's avatar
Mcelmacca
Settling in
4 days ago

Moving address flashing green light....

Hi, the experience of moving house is hard enough as it is and then you have to spend a whole day trying to get everything working to which you are constantly being told by a robot that your account number is wrong and then that they can't text your number for pointless reasoning this is ridiculous... 

I have moved house i followed the instructions on the moving house booklet front virgin media and it's not working I have a flashing green light at the bottom... I have tried everything suggested and when trying to call apparently my account number is wrong and it won't proceed half the time when it does they say they can't message me and hang up.... when trying to do the connection stuff that is on the website it does it for the previous address....

Broadband
Connection
install
installation
moving house

5 Replies

  • newapollo's avatar
    newapollo
    Very Insightful Person
    4 days ago

    Wishing you all the best in your new home and hope everything goes smoothly for you.

    Virgin Media systems always create a new account for home moves. (When a customer moves the account number changes, the account number sits with the property and not the customer)

    A member for the foum team may be able to help with this. however it may take a couple of days before they pick this up for you.

    Have you been able to speak to Homemovers as they should have this information?

    If you have a hub 3 and the flashing green light then it's possible that the internet just needs activating.  This is generally an automatic process.   Try calling 0800 953 9500 which is the activation line and have the hub serial number (should be on a sticker on the base)

    They usually need your account number and area number which should be on your new contract, although they might be able to do this if you tell them about the home move, or they may be able to transfer you to that department..

     

    • Mcelmacca's avatar
      Mcelmacca
      Settling in
      3 days ago

      2 days later got through three times to virgin when all three times have said something else one time was like you said the activation of the move. The next one was activation of the account or something and said in 2 hours I should have Internet. Obviously this isnt true so when calling them back to try and get through to someone I got a message a link and that's it. Now it just sits on an empty screen.

      • Mcelmacca's avatar
        Mcelmacca
        Settling in
        3 days ago

        After reading your reply I was able to find my new account number to get through to someone as that wasn't told anywhere at all. Then on top of that I had to speak to someone who said they would activate my account. Said she had done it but that didnt solve the issue. The next phone call the next person said the same thing but said it will take 2 hours and asked for the serial number as you said but still nothing... Just seems like your being told something to fob the call off