Forum Discussion

JoeMahon1992's avatar
JoeMahon1992
Joining in
4 months ago

Waiting 2 weeks for activation

We got full fibre installed 2 weeks ago, and the engineer told us there was an issue with our account so it might take 24 hours for the broadband to activate.

Fast forward 2 weeks and still no activation. I called technical support at least once a day only to be told “yeah, it looks like they’re just waiting for your account to be reloaded - should be today or tomorrow at the latest.”

I’m such a patient person, but surely this is not normal. Why would it take this long to activate and if there is a technical issue, why does it take me having to call every day to try and get progress moving?

Should I just give up and change provider?

activation
Actviation
  • Beth_G's avatar
    Beth_G
    Forum Team
    4 months ago

    Hi JoeMahon1992,

    Thank you for your post, welcome to the Community Forums.

    I'm sorry to hear you've been waiting a while to have your services with us installed, we can appreciate the frustration.

    Before we can advise further, can you please advise where you're based in the UK so we can ensure we can get you to the right team? 😊

    • JoeMahon1992's avatar
      JoeMahon1992
      Joining in
      4 months ago

      Hi Beth

      Thanks for the response. I’m based in Ireland.

      Unfortunately, it seems that it has taken so long to activate the service that Virgin’s systems assumed my account was closing, so they closed my account. I had to start from scratch with a new account and I have new equipment arriving today.

      My hope is that I can install all the new gear myself this evening before the engineer comes out next week, but I’m worried that this whole new account will have the same activation issue again.

      • Matthew_ML's avatar
        Matthew_ML
        Forum Team
        4 months ago

        I am sorry to hear this.

        You can contact our team in Ireland on 00 353 1 245 8000

        They would be happy to help.