Forum Discussion

Nigel_S's avatar
Nigel_S
Tuning in
19 days ago
Solved

New Install of VM 5x Hub not working

Hi, I was meant to switch from BT to VM yesterday for Broadband. However, things didn't go according to plan and I've been left with a hub where the white light has been pulsing away for 24hrs now. I've restarted the hub many times (including cold starts where it has been physically unplugged from the power) and performed hard resets. I can access the hub via WiFi although there is no access to the Internet from there. Would it be best to chase the resolution of this through the Customer Services number or through the original installer via the number he called me on? 

  • I'm finally up and running now. The fault was eventually escalated to the networks team and 15 minutes after my 7th call to Customer Services, the solid white light on the router appeared. I was a full 9 days without any service, so it'll be interesting to see if any automatic compensation comes my way. 

  • Don't forget to claim your compensation for the delayed activation. £6.10 per day.

    https://www.ofcom.org.uk/phones-and-broadband/service-quality/automatic-compensation-need-know/

    • Nigel_S's avatar
      Nigel_S
      Tuning in

      I'm finally up and running now. The fault was eventually escalated to the networks team and 15 minutes after my 7th call to Customer Services, the solid white light on the router appeared. I was a full 9 days without any service, so it'll be interesting to see if any automatic compensation comes my way. 

      • Lee_R's avatar
        Lee_R
        Forum Team

        Hi Nigel_S thanks for posting and welcome back to our community.

        Sorry to hear of the delay in getting your service up and running. So I can check on your behalf, regarding the automatic compensation, I'm going to send you a private message, so that I can take some details. Please keep an eye on your inbox in the top right if your screen.

        Regards
        Lee_R

  • Sadly a week later I still have the flashing white light with no access to the Internet. Two technicians have now been out and both have failed to resolve the issue. I've then had to chase Customer Services to try and progress things. It feels as though if a job isn't resolved it then just bounces around in no man's land until I chase it. Another technician is due tomorrow (28th Jan) but I'm not holding out much hope. I'm now at the point where I'm considering going back to my old provider, although I'm not sure of my rights to cancel VM? I've also noted on the app that I'm shortly to be sent a bill. How can they do that when (as yet) they haven't provided a broadband service to me at all? 

  • Hi Nigel_S,

    Thank you for reaching out to us in our community and welcome both here and to Virgin Media, sorry to hear your install didn't go to plan and your services weren't active, how are thing now, are you now connected?

    Regards

    Paul.