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No WiFi customer service nightmare

adecooper
Dialled in

First call to customer services cut off. Called again and told I would be called back. 20 minutes later I try to answer call and phone doesn't let me answer the call. Tried calling back for the third time but the 'team is busy'. 

2 kids and wife busting my balls as no WiFi since last night and I just can't deal with customer services any more. Please someone help! 

1 ACCEPTED SOLUTION

Accepted Solutions

newapollo
Very Insightful Person
Very Insightful Person

Hi again Ade,

The equipment is usually pre-activated, and if the hub 3 hadn't been then I would have expected them to that on your call.

Reboot the hub  3 and see if it's working, and if not you could try calling  0800 953 9500 to activate the hub3.

If  you do call them then have your account and area number handy, and the hub3 serial number.

Also the hub 3 will have a different wifi network name (SSID) and Wifi password compared to your hub2ac so you'll need to enter those new details into your devices so they can connect to the hub 3 (unless you change the SSID and wiifi password on the hub3 so they match the ones you used on the hub2ac)

Dave
I don't work for Virgin Media.
I'm a Very Insightful Person, I'm here to share knowledge.
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The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali

See where this Helpful Answer was posted

7 REPLIES 7

newapollo
Very Insightful Person
Very Insightful Person

Hi @adecooper 

is it just the wifi that's not working or is it also wired internet too?

Have you used the /check-services/   function? You can also a run a test on your equipment from there. 

If nothing is showing  you could also try the automated Service Status number  0800 561 0061.  This often gives details of more local issues down to postcode level.

Dave
I don't work for Virgin Media.
I'm a Very Insightful Person, I'm here to share knowledge.
Problem solved? Click to mark as a Helpful Answer, or use Kudos to say thanks
The do's and don'ts.
Keep the community welcoming for all. Please read the FAQ's
The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali

Hi Dave. 

I managed to get through again by some miracle. 

I renegotiated my contact recently and was sent a hub3 despite me saying at the time I wanted to keep the hub2ac which works fine. Turns out the hub2 was disabled without any warning! Now waiting for the hub3 to be activated and I'm anticipating all sorts of issues with it from what I've seen on here. 

You'd think a communications company would have better communication wouldn't you? 

newapollo
Very Insightful Person
Very Insightful Person

Hi again Ade,

The equipment is usually pre-activated, and if the hub 3 hadn't been then I would have expected them to that on your call.

Reboot the hub  3 and see if it's working, and if not you could try calling  0800 953 9500 to activate the hub3.

If  you do call them then have your account and area number handy, and the hub3 serial number.

Also the hub 3 will have a different wifi network name (SSID) and Wifi password compared to your hub2ac so you'll need to enter those new details into your devices so they can connect to the hub 3 (unless you change the SSID and wiifi password on the hub3 so they match the ones you used on the hub2ac)

Dave
I don't work for Virgin Media.
I'm a Very Insightful Person, I'm here to share knowledge.
Problem solved? Click to mark as a Helpful Answer, or use Kudos to say thanks
The do's and don'ts.
Keep the community welcoming for all. Please read the FAQ's
The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali

So, 2 hours later and still not working. I have an autistic child who's currently smashing up the house as he has no YouTube on his phone. 

I'll try calling the number but I'm losing the will to live

adecooper
Dialled in

Called the activation number and it's finally working. Why didn't the guy I spoke to earlier do this?

Thanks for a day of needless stress VM

newapollo
Very Insightful Person
Very Insightful Person

Thanks for updating the thread Ade. 

Glad to see it's all up and running now, but sorry to see the stress that VM has put you and your family through.

Dave
I don't work for Virgin Media.
I'm a Very Insightful Person, I'm here to share knowledge.
Problem solved? Click to mark as a Helpful Answer, or use Kudos to say thanks
The do's and don'ts.
Keep the community welcoming for all. Please read the FAQ's
The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali

Hello adecooper.

Sorry for the delay in getting back to you.

Glad to hear the Hub has now activated and your WIFI is working.

If you do need anything else we're only a message away.

Gareth_L