Forum Discussion

Healy68's avatar
Healy68
Joining in
2 years ago

No Internet connection

New customer, had my broadband installed on the 11th of November.

The engineer said should be up and running withn an hour. 13days later I still have no Internet connection.

I have spoke to virgin media on the phone several times to be told there's a cable fault in the street, there's a problem with the hub 5 to it was fixed and the fault was closed and now I'm being told I have to wait another 7 to 10 working days. 

They really don't seem to have a clue and I'm fed up trying to us.

Dose anyone have a solution?

Or am I within my rights to tell them to take there hub and goto another provider?

 

  • Client62's avatar
    Client62
    Alessandro Volta
    2 years ago

    Check to see if there is a cable fault in the street : 0800 561 0061

    Call the New / Pre-installation and delivery team on 0800 052 1734.

    Explain the service has not worked since in was installed.

    • Healy68's avatar
      Healy68
      Joining in
      2 years ago

      I have spoke to the teams already, they pass me onto another team...now I've to wait another 7 to 10 working days for an answer. Its really not ideal. 

  • gcarter's avatar
    gcarter
    Superfast
    2 years ago

    Other than stating the time since you had the service installed, you haven't provided any usable information for this forum to help troubleshoot what may be a localised issue with your kit.

    For example, you say there's no internet connection, but how have you confirmed as such?

    • Is there any lights on the hub which indicate a problem? 
    • Can you connect to the hub using 192.168.0.1 ?
    • What devices are you using to confirm? Mobile, laptop, desktop, game console, tablet?
    • Tested using wifi connection or wired connection?
    • Screenshots of the hubs info screen and or device error screenshots?
    • Healy68's avatar
      Healy68
      Joining in
      2 years ago

      Using hub 5

      Solid white light(apparently working fine)

      All my devices: tv mobile phone, games console can connect to the hub no problem. 

      Other than my home cctv I haven't connected any other wired connection.(again no connection to the Internet)

       

  • WorstISP's avatar
    WorstISP
    Superfast
    2 years ago

    Hi Healy68, I'd check your contract for the cooling off period. One of Virgin Media's underhanded tactics is delaying and stalling for time while this cooldown period ends so they can trap you into the fixed contract term.

    You've gotten a taste of Virgin Media, do you really want to be stuck in the contract? You can open a complaint with Virgin here: https://my.virginmedia.com/my-cases/make-a-complaint

    After 8 weeks you can then escalate that complaint to the Ombudsman. You should definitely make a complaint to OfCom now (but remember OfCom only collect info, they won't intervene, that's the Ombudsman's job).

    How long is your cooling off period? Remember if they haven't actually provided you with service yet you might still be able to get out of the contract on the basis of services not rendered.

  • Arissa_H's avatar
    Arissa_H
    Forum Team
    2 years ago

    Hi Healy68 👋🏼.

    Thank you for posting and welcoming you onto the community forum 😊.

    Sorry to see you are having issues with your connection ☹.

    What did our team advise in why you have to wait 7 to 10 days?

    Is this for the fault in your area? 

    To see if there are any faults in your area, please click our service status page or dial our service status line on 👉🏼 0800 561 0061. 

    • Healy68's avatar
      Healy68
      Joining in
      2 years ago

      They said it be 7 to 10 days for them to investigate the fault.

      There is no faults in my area my neighbours virgin media seem to be working fine.

      I spoke to someone else from virgin media, who now tells me it's an activation fault on my account and it would be sorted within 24 to 48hours.

      So far still have no Internet.

       

      • Lee_R's avatar
        Lee_R
        Forum Team
        2 years ago

        Hi Healy68 thanks for getting back to us.

        Sorry to hear your activation issue has been ongoing.  I'd like to take a closer look on your behalf. I am going to send you a private message. Please keep an eye on your inbox in the top right of your screen.

        Regards

        Lee_R