Forum Discussion

Matthew17's avatar
Matthew17
Joining in
2 months ago

Setting Up

I am at my wit's end. I have a QuickStart pack, but cannot set it up - when I set up my account, it was said that Virgin couldn't arrange my old broadband supplier to cut off. I was sent a router, but (further to a previous question), I can't activate a Virgin Media account without connecting it. Which I can't do, I need an engineer. And I can't get through to anyone without a password for an account - which I don't have until I connect the router. And I can't get through to anyone to talk me through this. Please help someone!?

 

  • newapollo's avatar
    newapollo
    Very Insightful Person
    2 months ago

    Hi Matthew17

    It can take a couple of days for a member of the forum team to pick up your post.

    Did you try speaking to the activation team on  0800 953 9500?  They would need the hub serial number which should be on a sticker on the hub base - they do also generally the account number.

    You could try calling the pre-installs team on 0800 052 1734 and let them know what's happening. 

    Tell them you've received the quickstart kit,  but are having issues activating the equipment and don't have an account number,  Is it the lack of an account number that's preventing you activating the hub, or a lack of internals to connect the hub too hence the need for an engineer to set it up?

    They are open  8:00am to 9:00pm  Monday to Friday, and 8:00am to 6:00pm Saturday and Sunday

    ()