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Message 1 of 2
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Account activation

beginning already to regret my decision to upgrade. I have been with Virgin for 7 years since we moved into our brand new home that had virgin fibre fitted. All good. Just got new kit sent to me and the first step is "...a quick call to 0800 953 9500..." to activate the account. Estimated time is 1 minute.


I have been holding for over 40 minutes. This cannot be right. This is a simple thing that could be fully automated simply, such as a system the banks use for new cards. This is ridiculous! They are a comms company and yet they can't seem to get this simple first step right.


Any ideas?


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Re: Account activation

Hi herbertsm,

VM have recently started pre-activating their equipment, and the equipment should call "home" and be activated within 30 minutes, however sometimes this fails and the advice is to sign into Service status at the top of this page and run a test against the equipment you are installing. "By doing this we’ll be able to reboot the equipment or put you in touch with the right team".

The old method was to reboot the equipment and  if it failed then you need to phone to get your box activated. 0800 953 9500.

You will need the box serial number, and your account and area number.

You could also try contacting  New accounts and Set Up for them to complete the setup and activation.

That would be options 1,1,1 and 4 if dialling 150 from a Virgin landline , or options 1,1,2 and 4  if dialling 0345 4541111 from any other phone


The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali