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Customer support broke internet

Joining in


We were recently sent 3 new V6 boxes to replace our old TiVo boxes.

Upon installing these there was an issue with one of the boxes.

We spoke to the helpline and after lots of checking of serial numbers etc he said that the issue was that the new box had not been set up on our account and the old box(s) not removed. 

He did this and the box start to install. 

30 seconds later we lost our inter net and phone.

We call back and after ages of resetting the hub and all the normal rubbish like that we get told we need an engineer which will be in 2 days time.

So frustrating as It is obviously not an issue with the hub or the network it is clearly a setting issue at virgins end that the previous tech support agent has broke/changed whilst sorting the TV boxes.

Is there anyway to get to speak to someone that grasps and understands rather than have to wait 2 days for an engineer to come out for no reason,

Many thanks


Forum Team
Forum Team

Hey @Yubnub,

Welcome to the Community Forums and thanks for the post.

Sorry to hear you have had this issue with your services, can you confirm if you have since had the engineer to come and fix this through for you or are you still having this issue?