A very slow and no 'QuickStart'. Still no wifi.

[Ethandavies20]

Hi

I received my 'quickstart' installation box today. I'm a new customer and first time ever having my own broadband subscription and I am having a big problem already. The wifi was delivered early this afternoon and yet we still have no wifi! We tried all the faq help, Nothing worked. We tried everything we could think of, nothing worked. We then rung the help line to which they told us they hadn't activated it yet and they'd now activated it and it woild take around 1-2 hours. 2 hours later I had a text saying it had been activated but still the same flashing green light and solid wifi light persisted on the broadband box. On my vm connect app it shows that I have an issue and when I press 'fix issue' the app takes us to a blank a screen and the refresh button doesn't refresh anything. We've had a look at the wiring and refitted and reinstalled the box multiple times leaving it for upto and over an hour incase it does take the 40mins to work as it says online but that doesn't work either. I genuinely have no idea what it could be. My only guess is that maybe it could be something to do with our line in our new flat? I don't really want to have to pay extra for an engineer unless it looks as if it could be the only option to fix it.

Can someone please help get me online?

 

[nodrogd · Accepted solution]

When doing a self install, all Virgin know is that there was a previous connection at the property. There is no guarantee that that connection is still in a serviceable condition.

A continuous green base light means the hub cannot connect to Virgin’s network, so no matter what you do the communication is not getting through from the street cabinet to your hub, the app cannot “see” the hub & certainly cannot fix a wiring fault.

Call the pre-install team on 0800 052 1734 & they can check & if necessary renew the wiring drop from the cabinet.

[Alex_RM]

Hi Ethandavies20,

Thanks for posting and welcome to our community 😊

Sorry to hear there some issues with activation, how're things since you posted?

Let us  know if you're still having problems, and we can pop you over a private message.

Alex_Rm