Have been having trouble with our internet signal for last few weeks - the signal is coming up as available but when connected to it you are not actually connected to the internet. Our hub is currently displaying a solid green light for WiFi and a flashing green for power. We have tried all the online advice and restarted the hub etc but nothing seems to be working. When looking online at diagnostics it is saying “Internet (access denied)” and an error message coming up in relation to broadband service. Thanks for your help!
Have you checked the 'Check Service Status' at the top of the page ?
If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may be affecting the area. Be aware that it isn't a manned line.
You can contact VM to report the problem using ...
Pre-installation & Delivery team on 08000 521 734
Activation number on 0800 953 9500
Text service on 07533051809
150 from Virgin landline.
0345 454 1111 from any other UK phone.
The best time to call is weekdays 08:00 to get a UK agent, anything after 10:00 you must realise that you are quite likely to get through to an offshore agent that doesn't speak English as a first language.
Or you can wait on here for one of the VM Staff to pick up the thread but this may take a few days.