I received my router and went through the quickstart bits. Had the text saying all is OK and have tested my kit, factory reset the router etc and still have no broadband. When we moved into the house moved into the house we had an engineer who left us with no working service and I spent 2 days trying to get a call logged. I ended up leaving because I couldn't get the issue resolved. I decided to try Virgin again and am in the same position, no broadband and sitting on hold for hours.
Any ideas worth trying? I am on the verge of leaving again!
It’s possible if you have done what @jbrennard has suggested that your cable has been disconnected at the local street cabinet. This will need a technician’s visit to correct, so call customer services.
Tudor There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2
Thanks for your responses. Yes it is activated. Tried on both ports we have coming into the house as well as we always suspected a dodgy install (cable was thrown over the house!). I have tried to get through to Virgin and spent over 30 mins in a queue on 6 attempts. I have raised a complaint but will wait and see.
Waiting to see will get nowhere - you wont be contacted by CS. You need to be proactive. Either keep calling in until you get a technician visit or wait here for a day or so to see if one of the VM mods can sort you out.
Try calling “Retentions” on 150 or 0345 454 1111 - options 1-1-4-5 "Thinking of leaving" - they are open 8am until 10pm but calling early between 08.00-10.00 is best, when you will usually get a UK call centre who’s staff are more informed and helpful - particularly if you say tyou are seriously thinking of cancelling because of this.
-------------------- John --------------------
My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.