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No internet since signing up to virgin - Abysmal customer service!

On our wavelength


I am a new customer to Virgin and hoping someone from Virgin can assist as so far no one has a handle on my problems. Since receiving my ‘quick start’ router, there’s nothing QuickStart about it!! I’ve had no service and no one seems competent enough to get me up and running. Customer services are all based overseas and extremely poor/unhelpful. Also no one from complaints team UK is calling me back to give me any form of update. I’m at the end of my tether and going insane over this! I just want is someone at Virgin to take ownership of the issue and rectify/resolve it urgently! I am being as patient as I can but a customer really should have to keep calling through and speaking to customer services advisors and managers based overseas who clearly read off scripts! It’s day 7 of no internet now, what has been tried you might ask?

1) customer services resending the hit/signal 

2) 4x different technicians have been sent to  my home several times now and customer services just keep sending them out to do the same checks expecting them to fix the issue. They have swapped out the router/hub 5 times (all previous routers have been deleted off my account, one added each time, automatic and manual hits/activation attempted). All physical items and cabling has been checked multiple times by the techs (pit, signal, cabling, isolation point, router). The techs say it is 100% an account or activations issue. They say they can do no more for me and have escalated the case to their manager who has escalated it to the ‘Field Complaints Manager’ I’ve requested a manager that is dealing with the issue call me everyday now and I’ve not received one call from them! The technicians say they’re not allowed or able to give out their numbers…

3) My account has been reconstructed - routers deleted and then re-added one by one to no avail. 

4) The original Hub3 I was sent just kept flashing blue or white I believe, hub4 just flashing blue or white too, same with the hub5 

I have no idea what is going on at Virgin as no one competent from any team (customer service, 2nd line/technical, IT, Complaints/Cancellations, accounts, sales) seems to have a handle on the issue or calling me to discuss the problem! I am losing my mind having to chase everyday and getting nothing back! 

If by any chance anyone on here can help me on here I would be forever grateful. I’ve completely lost trust in Virgin and their customer service is absolutely awful, like talking to a brick wall! If by chance anyone from complaints or management sees this post my complaint reference is C-1406241327. Please do call me I can’t be without internet any longer!!!


Very Insightful Person
Very Insightful Person

Have you tried the equipment activation number on - 0800 953 9500 (follow options) and check with them.

You will need to hand, the Model numbers, serial numbers/MAC addresses off the barcode stickers of ALL pieces of kit and also your account number

Or a VM person will respond here soon and remember.. you still have 14 days in which to cancel and incur no charges whatsoever


I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

I have indeed spoke to them, I’ve spoke to every team at VM and no one seems to know what to do next to fix the problem! Technical team say it isn’t them, Activations and accounts say the account is showing active, correct MAC address (I’ve confirmed)

Do VM look at these posts and contact users with problems, do you know? I’m fed up of calling VM several times a day to chase this and speaking to incompetent script readers who are no help at all!


On our wavelength

No internet for a week and counting…. multiple engineers sent out and no one in Accounts & Activation, Customer Service, 2nd line/Technical Support, Complaints is able to fix the issue or root cause the problem. My router has been swapped a total of 5x, account reconstructed, cables, isolation port, pit, signals, all checked multiple times by engineers and they say it is 100% an account and activations issue. I’m losing my mind, please someone at VM in complaints or management contact me by phone urgently today! All customer service is based overseas and unable to assist, I’ve been calling in everyday and sick of this it’s disgraceful how I am being treated! My complaint reference is C-1406241327


[MOD EDIT: Thread merged as duplicate. Replies may not follow in order]

It's 7:49pm, so you aren't going to get a reply on here for some time (Up to several days), never mind a call back!

It's going to cause more confusion if you create multiple threads:


Are you using a Hub 5x on XGS-PON?

Edit: Have now read the multi-posts

@goslow wrote:

Are you using a Hub 5x on XGS-PON?

No (The other thread has more info!).

Ah, just been there now! Multi-posting strikes again!

Thanks for this info! Surely someone from VM will fix this within 14 days but if not I certainly will be cancelling. I’ve never experience such terrible service from a so called communications company! Frustration just builds and builds every time I try to speak to an analyst or manager from any team, all of them are based overseas and have been no help at all. It’s utterly ridiculous! 

VM - please have someone fix/rectify the problem and call me asap please! 

Hi there @James_ab89 

Thank you so much for your post and welcome to the community forums, it's great to have you here. 

I am so sorry that you have faced this issue with your account and thank you again for reaching out, I understand this experience must have been very frustrating and I am so sorry again. I would be happy to take a closer look into this with you via a private message. 

I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.