Forum Discussion

paulh_nwuk's avatar
paulh_nwuk
Dialled in
10 months ago

moved house, no virgin tv go, no netflix, nothing

moved house on friday 13th December. virgin have yet to install cable at my new home so i know there's a little wait.  The guys came last sunday to do the outside work. but then left without saying anything.  i can see no sign of any cable outside my house.  maybe that's a good thing?  or maybe the installer does the external cabling on installation day?. 
I can't look up my order to see how its progressing because there's nothing in there.

I accept that i will have to wait a week or two for the work to be done.  But your website says i can access tv go and Netflix whilst i am waiting.  well,  i can't coz you switched everything off.

4 Replies

  • Kath_P's avatar
    Kath_P
    Icon for Forum Team rankForum Team
    10 months ago

    Hi paulh_nwuk, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    We're sorry to hear your install has been delayed at your new home. Until the new account is active, you'd not be able to access TV Go. In terms of Netflix, if this is being paid for as part of your package then again this won't go live until your services are. This is due to the service codes being tied to the installation. 

    The teams will already being working hard to get your installation done as soon as possible and will be in touch directly once they have more information. 

    Apologies for the inconvenience. 

    Thanks,

  • paulh_nwuk's avatar
    paulh_nwuk
    Dialled in
    10 months ago
    From Virgin website ...

    What services can I use during my move?
    As a Virgin Media customer, you can take advantage of the following benefits:

    • The Virgin Media Connect app lets you connect to 4.3 million+ WiFi hotspots around the UK in a host of popular bars, shops and restaurants on the high street.
    • You can still access your favourite TV shows using the TV Go app – all you need is an internet connection.
    • If you have other subscriptions like Netflix or Prime Video, you can download content there to keep you going until your services are up and running in your new home.
    ---

    hmmmmmm , there seems to be a contradiction somewhere ☹️😔😟

  • paulh_nwuk's avatar
    paulh_nwuk
    Dialled in
    10 months ago
    From Virgin website ...

    What services can I use during my move?
    As a Virgin Media customer, you can take advantage of the following benefits:

    • The Virgin Media Connect app lets you connect to 4.3 million+ WiFi hotspots around the UK in a host of popular bars, shops and restaurants on the high street.
    • You can still access your favourite TV shows using the TV Go app – all you need is an internet connection.
    • If you have other subscriptions like Netflix or Prime Video, you can download content there to keep you going until your services are up and running in your new home.
    ---

    hmmmmmm , there seems to be a contradiction somewhere 

    • Daniel_Et's avatar
      Daniel_Et
      Forum Team (Retired)
      10 months ago

      Hi paulh_nwuk, thank you for your response.

      In order to look into this for you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

      If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.

      Regards,
      Daniel