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Activation problem

Just received Hub 3 and tv v6 box as an upgrade to our old system along with quick start set up. Have tried calling the customer service number to get this activated and are just told that call centres are closed due to Covid.

The website is useless sending us round in circles. 

I cant find any information on if/when the customer services will be available in the future.

Kind of gutted that we were encourage to upgrade our router and tv box and there is no support when it doesn't work.

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Re: Activation problem


@_Kate_ wrote:

Just received Hub 3 and tv v6 box as an upgrade to our old system along with quick start set up. Have tried calling the customer service number to get this activated and are just told that call centres are closed due to Covid.

The website is useless sending us round in circles. 

I cant find any information on if/when the customer services will be available in the future.

Kind of gutted that we were encourage to upgrade our router and tv box and there is no support when it doesn't work.


This is the number required for activation 0800 953 9500.

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Re: Activation problem

thank you for the reply but this is the number we have been originally trying to call, it just tells us that call centres are closed

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Re: Activation problem


@_Kate_ wrote:

thank you for the reply but this is the number we have been originally trying to call, it just tells us that call centres are closed


Not sure what time you phoned however it's not open 24/7.

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Re: Activation problem

I'm sorry you are having issues. The best time to call is 8am when lines first open and are least busy. 

You need to call 0800 953 9500 to activate the box. You will need the box serial number, and your account number and area code.

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 the freephone number 0800 052 0422 or 0345 4541111 from any other phone

You could also try the following :- VM have recently started pre-activating their equipment, and the box 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 VM will be able to reboot the box or put you in touch with the right team.

Dave

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