Hi Matt 👋 welcome to the community! Thank you for posting.
Sorry to hear you are currently experiencing some service issues following the move to a new address with our services. I can appreciate this must be frustrating! When you move to a new address a new service account is set up for you under the new address contact information. Is it that your services are not working at all following the move, or is it just specifically Wi-Fi that is affected?
Your broadband connection and Wi-Fi issues are not always related, Wi-Fi is the wireless signal that is used to transmit broadband throughout your home. You can also connect to broadband via wired connection, such as Ethernet cable. If you are specifically having Wi-Fi issues please have a go with our 👉 Connect app which will help scan your home for Wi-Fi issues and offer support optimising Wi-Fi performance - including ordering Wi-Fi Pod's if needed.
If you have just moved to a new address there are several reasons that the installation may not have worked including;
- Issues with the physical infrastructure in your new property, such as the virgin services socket, or cabling.
- A problem with how you have completed the Quickstart set-up. (You can check our guide for this here 👉 Quickstart guide)
- Your services have not yet been activated following the move.
On this basis we will need a little more information, and to confirm a few account details to investigate further. Please let us know if you are aware of any of the issues mentioned above so we can best offer support. Please be aware if there are any issues with the infrastructure in your property we will need to book a manned installation appointment to get these sorted! I will send you a PM 📩 to confirm a few account details and offer further support with this. We can return to this public thread with an update when possible. Thank you for your patience in the meantime!
All the best. 🌞
Molly
