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Oliver2169's avatar
Oliver2169
Joining in
9 months ago

Service not yet installed

Had Broadband installed by Engineer yesterday. Since he left, the Hub has been blinking blue. He said it would be connected when it switched to a solid white light. That was 27 hours ago. He said I should wait no more than 2 hours for this. 

 

Virgin account online states that our service is yet to be installed and is showing that the engineer hasn't been out. Needless to say, there's no service. 

 

I'm not exactly technical but what has gone wrong here? I've given up on the phone and they don't appear to answer whatssap at all. I'm a new customer. I'm not impressed. 

4 Replies

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  • Carley_S's avatar
    Carley_S
    Icon for Forum Team rankForum Team
    9 months ago

    Hi Oliver2169 

    Welcome to the community forums 

    Sorry to hear of the issues you've had with the installation of your broadband service. We haven't been able to locate you on the systems at our side. Have you been able to get in touch with the team to get this investigated further? Please do let us know if you're having any further issues at all with your services since posting on Friday and we'll assist further should you need. 

  • AdamT117's avatar
    AdamT117
    Joining in
    2 months ago

    Hi there. I have recently joined VM and have just received my kit. Plugged in and nothing. I noted that the online account stated "Your service hasn’t been installed yet". So I have contacted online support regarding "activation", as advised in the thread here, and was told all done and to give it 10-15 minutes then reboot. Still nothing?

    • The install guidance indicates that you just plug in and the service is ready to go, is the "activation" an actual thing?
    • No Ranging Responses and B-INIT-RNG Failures in the logs after about 6 hours feels like a bigger problem I need to get ahead on?
    • Robert_P's avatar
      Robert_P
      Icon for Forum Team rankForum Team
      29 days ago

      Hello AdamT117

       

      We're sorry to hear of the service issues following your installation, we understand the confusion this can cause and appreciate you raising it via the forums. Welcome to the community.

       

      It's been a few days since your post, have you been able to speak to the team during this time and get the issue resolved?

       

      Let us know.