Account disconnected after moving home

[hellobaby_01]

I received the installation pack and plugged in accordingly. However the apps keeps stating that I’m disconnected and my account has been cancelled. I can’t connect in my new home. Can anyone help. Thanks. 

[Chris_W1]

Hi hellobaby_01, thanks for the message and welcome to the forums. 

I am sorry to hear that you are having issues with the equipment, have you had any notifications that new equipment would be arriving?

I will send you a PM so that this can be looked into. 

Chris. 

[hellobaby_01]

The equipment arrived and I have connected them according to the guideline provide together. However, the white light is on in the hub. When I tried to find what happened in the app, virgin says my account is disconnected and is no longer with virgin. Please help.