Forum Discussion

Rovers123's avatar
Rovers123
Joining in
29 days ago

VM installed today but engineer said ‘activation’ issues

VM has recently been made available in my area.

The box was fitted outside my house in the week and the engineer came today with a Hub 5x and installed it all. He says it's not working due to there being 'activation' issues so I only have a yellow light on the router.

He said it should change white in a few hours when it's been activated and that I don't need to do anything. My phone picks up the new router but l've not tried connecting to it. I didn't think it was worth doing until I have a white light. Is this normal? Or have I been fobbed off? I'm hoping I won't start being charged until I am actually live!

13 Replies

Sort By
    • Rovers123's avatar
      Rovers123
      Joining in
      29 days ago

      Is this an automated system or will I speak to a human?

      • ShaneTheRabbit's avatar
        ShaneTheRabbit
        Tuning in
        29 days ago

        The activation number will put you through to a human after a hour or so.. try the number I gave in my other reply - its one that was given to me by the activation team.

  • ShaneTheRabbit's avatar
    ShaneTheRabbit
    Tuning in
    29 days ago

    I wonder if you are near me :D

    Anyway, from experience they won't do much until 48 hours have passed but the best number I found to get in touch is 0800 052 1734..  Check MAC address with them, and if they can't solve then request an engineer. Out of interest, did the engineer plug a box in to check the signal etc when he installed? If he had with mine, he might have spotted that it was an incorrect ID at the time of install!

    • Rovers123's avatar
      Rovers123
      Joining in
      29 days ago

      I can’t say for definite but he seemed to think everything is working fine apart from it not being activated and there have been issues with this for a week or so. He mentioned the box outside wasn’t done very well but he sorted that 

    • Rovers123's avatar
      Rovers123
      Joining in
      29 days ago

      Just phoned the activation number and got through straight away. The lady said she’s activated it and told me to turn the router off and back on. Still a yellow light. I was told to phone back in an hour if still no white light.

      • Rovers123's avatar
        Rovers123
        Joining in
        29 days ago

        Turns out she activated my account so the contract has started. Phoned back and they asked for the MAC address. It’s been escalated. If not sorted in the next few days, I’ll just cancel my contract as I have 14 days grace period (now from today as they activated my ‘services’)