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AJ20's avatar
AJ20
Joining in
3 days ago

New Customer Multiple Issues

Hi All,

I’m a brand new broadband customer and I’m hoping for some help with a few issues I’m having, apologies it’s a lengthy list ;

1 - I’m unable to register for my virgin, I get an error code IDF-12B. It’s as though something in the background hasn’t happened yet to allow me to log in?

2 - It seems that one touch switch wasn’t initiated by the virgin telesales team. I’ve been on chat all morning who advised me to contact my old provider sky. They confirmed they’ve had nothing from virgin. I’ve been able to cancel myself, but now have an additional 14 days notice to pay. Does anyone have any experience of additional cost due to a failed one touch switch?

3 - I have sky q with mini boxes. When I first update the network settings to virgin, it all works perfectly, but within a few minutes I get a no internet connection message and the q box has no internet and all the minis stop working. I’ve reset twice, and it starts working again only to return to the no broadband message. Has anyone encountered this? The router is 6 feet from the q box with line of sight - wired isn’t an option

Ps I’ve had no welcome email, the broadband is working well other than a brief drop this morning, and the web chat wasn’t very helpful at all.

thanks in advance 

AJ

 

 

 

 

2 Replies

  • Gareth_L's avatar
    Gareth_L
    Icon for Forum Team rankForum Team
    16 hours ago

    Hello AJ20.

    Thanks for your first post and welcome to our community.
    Sorry to hear you're having an issue with the above.  
    I'd like to investigate this for you.
    If you don't mind, I'll need to send you a private message to pass security. 
    If you can check the envelope at the top right of your screen, that would be great. 
    Gareth_L
     

     

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

    Hi AJ

    Are you still within your 14 day cooling off period? If so it might be possible to cancel without early termination fees and sign up again using the current VM Black Friday sale (the offer ends on 10th December) which would make you eligible for 3 months free and possibly be able to claim up to £200 early termination fees as a gesture of goodwill to cover the money you owe Sky due to the OTS failure?

    RE: sky q with mini boxes

    With Sky as your ISP the router forms part of the mesh system and the main box connects to the router by 5Ghz. By default the Q's are communicating via their own WiFi network - 5GHz ch 36.

    Please try the following  which some (but not all) people on the Sky Community forums have solved the disconnection problems

    On the Sky Q box change the Sky mesh WiFi channel. Go down to Settings but don't press Select. Instead type 0 0 1 Select to open the hidden menu. From there you can change the 5ghz channel. If it's 36, try 44. Press Confirm before exiting. 

    Give it five mins, then turn all your Sky boxes off at the wall. Turn the main one on and let it reboot fully. Then turn on the next nearest mini box. If it has trouble connecting, then on the mini go to Settings / Setup / Network / Reset, and at step 2 of 4 on screen, press the WPS button on the main box. This will re-establish the connection.