Forum Discussion

qwerty0191's avatar
qwerty0191
Joining in
19 hours ago

No internet access after move to new house

Hi, 

We moved house this week and don't have internet access at the new property.

  • Last week, I notified virgin media of the move and we agreed the 26th November as start date
  • On the 26th, VM sent a cable and some quick start instructions to our new property. The package arrived as planned.
  • VM closed our old account and set up a new account
  • We took the old VM hub to the new property and installed it with the cable sent via mail.
  • When I start the hub, the light cycles through
    • solid white
    •  flashing white
    • all red
    • flashing green bar, solid green wifi symbol and arrow symbol
    • solid bar, and green wifi symbol, flashing green arrow symbol
    • solid white bar (and then remains there)
  • The hub now displays a solid white light, but there is no internet access
  • I have tried restarting the hub, checked all cable connections and performed a factory reset of the hub, all to no avail.
  • Due to the factory reset, I can't access the hub's internal settings or logs. It only says "update in progress".
  • I can't raise a formal service request through my new account, as it erroneously states that the quickstart pack is still "out for delivery" and the services have not yet been activated. The package is not out for delivery, it arrived on Wednesday, and has been logged as such on Yodel's tracking page.

 

help would be greatly appreciated!

thank you very much!

3 Replies

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    19 hours ago

    Your Hub may need authorised.  The solid white light is a good sign.  If there was no signal it would flash green, if I remember correctly. You need to check the Hub has been setup to your new account.  Also check you have been done as a “Move and Transfer” i.e. you haven’t been setup with a new 24 month contract.

    • newapollo's avatar
      newapollo
      Very Insightful Person
      18 hours ago

      I suggest calling 0800 953 9500 which is the activation line and have the hub serial number (should be on a sticker on the base) along with your new account number and area number, and ask them to activate the hub.

      Explain you've completed the home move and equipment is all set up, but it hasn't been activated by VM yet due to the new account still erroneously stating that the quick start pack is still "out for delivery"

  • qwerty0191's avatar
    qwerty0191
    Joining in
    59 minutes ago

    thanks both! Calling the activation line ( 0800 953 9500) resolved this! I asked the bot to send the activation signal again. It then replied that the signal didn't go through, but shorty after the hub went online.