We have been stuck with no Internet for 2 days after a technician came out and fitted a new box. On the Hub 3 settings it says Internet Access Denied. We’ve been online for answers and talked via Customer Service which give us irrelevant information to our problem and continue to not listen to what we are saying and repeat the same thing and make us wait on the phone for hours.
The communications for this company is rubbish. I’m even considering cancelling and going to sky because this is not what we payed for and have stuck on my 4G all this time.
The technician who fitted the hub activated it for us as it was working. Then it suddenly stopped and the past two days no internet. I’ve called the number to try and ‘reactivate’ the hub, but they say it’s already activated. I’ve been on the phone to 150 and they said there was an outage in our area which was fixed yesterday and was confirmed. Everyone else in our area who has virgin hub 3 has working internet and we don’t.
I called 150 again and there was no technical reasons option. So I chose the broadband option, still nothing. Enter the house phone number, still nothing. This is the same process I went through yesterday.
So for the past 2 weeks we have had no Internet, and after hours of phone call we got it back and found out what the problem was. On our settings it was saying "Internet: Access Denied" and "Network Access: Blocked" so we could connect to the Hub 3.0 but couldn't access the Internet. The problem was that the engineer who came and fitting our new box registered it to our address, and then 5 hours later registered it to another address, making our access blocked. So the solution was to call up Virgin Media and ask them to re-register the box by taking the MAC Address. I don't know if this is the solution for the other people with "Internet Access Denied" but it's worth a shot.