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Disconnected a week early

DebbieWa
Tuning in

on ‎08-12-2023 07:34

Hi,

I contacted Virgin yesterday to request my broadband and TV services be connected on 18th December. 

I have woke up to discover my broadband and TV has been disconnected this morning (8th).

I'm going to try and contact Virgin via online chat/telephone from 8am but wondered if anyone could suggest anything else I could try?

Any help would be greatly appreciated.

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3 REPLIES 3

John_GS
Forum Team
Forum Team

on ‎08-12-2023 09:40

Hi @DebbieWa 

Thanks for posting and welcome to the community.

I'll send you a PM now to assist further.

Best wishes.

John_GS
Forum Team


Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill

DebbieWa
Tuning in

on ‎08-12-2023 09:58

Thanks John, replied to that 10 mins ago.

Just for info, I've been on an online chat to your colleagues for 3 hours so far and am no closer to a resolution.

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DebbieWa
Tuning in

on ‎08-12-2023 11:53

Just an update to say my service has now been restored, by John_GS - thanks for that John.

Top tip for anyone having similar issues....
Don't waste your time with the "online chat", post on here instead!

Also, based on my experience this morning, when you have been "disconnected", when you access the router via 192.168.0.1 it will show the "update in progress". No amount of factory resets or restarts will resolved the issue so don't waste your time.

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