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Broadband activation required

Hi,

I'm having issues with my hub connecting. The WiFi light is constant green, with the power light flashing green. I have ran online tests and it doesn't look like my account is activated. I have called the helpline but it indicates that call lines are down due to coronavirus.

Is there a way to request activation online?

 

Thanks.

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Re: Broadband activation required

Hi JustCAF,

The phone lines are open from 8am to 9pm. Best time to call is first thing on a morning when they are least busy.

The error you are describing is the 3rd one down on the right hand side of this page What do my router lights mean 

It basically tells you to check all cables/connections and reboot the hub. 

If that fails then there may be a local issue. Have you looked at Check service status at the top of the page? You can also a run a test on your equipment from there. If nothing is showing  you could also try the  Service Status number  0800 561 0061.  This often gives details of more local issues down to postcode level.

 

If the box hasn't been activated yet 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 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