I moved house yesterday as an existing customer and had arranged a quick start at my new house today.
Plugged the hub in and everything seemed to boot up, texted GO to the number as prompted but got a message saying something went wrong and I needed to call. Hub is on with a white light and I can see by checking the router settings it has locked to a connection.
Called up and was on hold for 40 minutes before someone answered who said the issue was I didn’t have the right codes on my account?! They said they would need to make some notes and transfer me which they duly did. Hold music again for 30 minutes before... I was cut off.
Hub still not working. Before I call again what’s the current turnaround time for a response here...??
Having called again it seems they can’t help. This person also wanted to try to escalate it to another team but says they will call me sometime in the next couple of days?! She couldn’t tell me what the problem was at all.
Sorry to see you are having issues following your home move.
You could 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.
They may be able to update the systems with the correct code, or if the worst comes to the worst arrange an engineer visit.
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