Help, no broadband after home move

[Johnaan]

I must have posted this on the wrong board before, arranged to have broadband moved to my new home in 16th October, it’s now 1st November and I still don’t have my broadband. I’ve been waiting for live chat all day with no answer and even the Twitter team is ignoring my pleas. Can anyone please help me get the service in paying for?

[Johnaan]

We arranged with the live chat team for our broadband to be changed over to our new address on the 18th October, they confirmed broadband would cease at our old address and start at our new one on this date, roll on 18th and no broadband for us. It is now the 29th I have been unable to reach customer service and the main website has been down for days. Anyone know what to do?

[jbrennand]

Does the new home have VM connectivity? That is - did a previous occupant have an active VM account? Did you bring old equipment with you or request new?

Call the Pre-installation and delivery team on 0800 052 1734 or 0345 454 1111 and see what the issue is.

[Johnaan]

Yes it does, the previous owner used Virgin Media, hers was due to be disconnected in the 15th and ours connected on the 16th. I brought everything from my old home and have hooked it up correctly. I’m 99% certain this has not been done on Virgins side, we also haven’t had the admin fee added to our upcoming bill which further supports the theory.

[jbrennand]

OK

I assume you have you plugged it in to see if it is working and it isnt?

If so then it may just need activating - so Call the equipment activation number on - 0800 953 9500 (option 3) – you will need the serial numbers/MAC addresses off the barcode stickers and also your account number

[Johnaan]

Yes it works but it isn’t our package, sorry I should have clarified. Our broadband package (M250 I think) is significantly better than hers, I’ve used the phone service and it still has us at our previous address.

[Alex_RM]

Hi Johnaan,

Thanks for posting and welcome to our community 🙂

I'm sorry to hear there's been some confusion with your package and moving. 

we're not able to assist with movers accounts I'm afraid, however there are a few updates I can give you.

I've popped you over a private message to get a few more details from you (purple envelope, top right hand corner)

Alex_Rm