Forum Discussion

Elle11's avatar
Elle11
Tuning in
4 months ago

Offline for 5 days, please help

Hoping someone can help me… slowly losing the will to live here. Quite a complex story yet so simple at the same time.

Virgin installed our service end of June. Been working fine. However on the account they listed my neighbours address instead of mine. Tuesday they finally updated the address on their system but this shut down our whole service. They are now treating it as a new installation. 

I’ve since had 3 engineers here. A new hub and stream box yet still not online. Green light on the hub.

Given the service was installed previously and working fine surely it’s just a small glitch or typo somewhere with the address confusion?

Does anyone have any ideas how I can get this sorted and back online so I can work? No one at Virgin seems to be listening to the facts. 
thank you 🤞

  • jbrennand's avatar
    jbrennand
    Very Insightful Person
    4 months ago

    Have you tried a Hub reset like this...

    ________________

    With the Hub switched "on", and co-ax still connected, push in the “reset pin” with the end of a paperclip/thin nail/SIM tray “tool” or similar (bigger items like ball point pen ends may not press it in far enough) until you feel it at the “stop point” and hold it there firmly for a "timed" minimum of 60 seconds do NOT manually restart the Hub at any time. Leave it 5' or so to initialise and then your passwords/passphrase for both the Hub settings and the Wifi networks will revert to the two printed on the Hub sticker on its base. The SSID and passwords will revert to those on the sticker too. Make sure you use the wifi one for devices connecting to the wifi and the settings/admin one to access the Hub.
    You will need to reconnect your devices if you had changed the password, or just change the password back to your preferred one.
    See if that sorts it.

     

    • Elle11's avatar
      Elle11
      Tuning in
      4 months ago

      Thanks John, tried several resets with the pin hole. Still no luck. Currently waiting on another engineer. Just seems crazy when everything was installed and working fine, it was purely an administrative error with the address. 

      • Zach_R's avatar
        Zach_R
        Forum Team
        4 months ago

        Hi Elle11,

        Thank you for your posts and welcome to our community forums. We're here to help.

        I'm so sorry to hear that you've been having some ongoing complications with your installation and are continuing to have no access to services. I'm going to send you a private message shortly so we can take a closer look at what's going on for you. Please respond to that when you can and we'll go from there with this.

        Thanks,
         

  • Elle11's avatar
    Elle11
    Tuning in
    4 months ago

    Update: I am back online! Billing is a mess though, I've paid a month in advance on 16th for the service that stopped working on 17th. And am also being charged for a new service from 17th. Virgin have no record of my previous payments despite still having the same account number, direct debits etc. They have kindly switched me to paper billing for £1.99 a month (despite previously being e-billing), telling me they can't change this over the phone I have to do it via the app only the app isn't really fit for purpose and this isn't possible. Compensation doesn't appear to be forthcoming for the whole outage either (or after the first 2 days). But that is a battle for another day. Thanks for listening and offering advice to keep me sane, gonna be a long 18 month contract 🙂

    • Kath_P's avatar
      Kath_P
      Forum Team
      4 months ago

      Hi Elle11, 

      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 there has been some issues with getting your services and billing sorted. This is something we can certainly check for you but in order to do that I will need to confirm some information with you to pass security. 

      I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

      Thanks,