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Quick install kit connected but no internet

Joining in

I’ve recently moved house, I got a self installation kit today which I’ve set up but hours later I still have no internet connection.

When booting up the router shows green light and then main light turns white. I can see the wifi, can connect but there’s no internet.


I’ve called the number in the leaflet, which said my kit has been successfully activated but I still have no internet connection.

It’s virtually impossible to get through to an agent on the phone so hoping for some advice here.


Alessandro Volta

Some are reporting problems with activation here (which is quite possibly your problem)

If you log into the hub and view the admin page, does it show that network access is allowed (might be via Admin>Info) when you are logged in?

If no luck, try contacting the pre-installation and delivery team on 0800 052 1734 for further info or the activation number on 0800 953 9500 

You will be entitled to compensation for a failed 'Quick Start' which is treated by VM in the same way as if you had a fault

Joining in

Same problem and I can’t even log into the hub as it just sits loading.

Tried calling all the numbers and disconnected. This could be the worst experience I’ve ever had with any single brand 

Forum Team (Retired)
Forum Team (Retired)

Hey @firefly21,

Welcome to the Community Forums and thanks for the post.

Sorry to see you were having this issue, have you since been able to connect your devices to the internet at all? If not let me know here and I can assist further.