House Move

[BitFlip]

Hey guys, so today I have moved into a new home that already has a VM connection, I obviously took all my hardware and connected it up but oddly the Internet is not working however the TV is.

I'm slightly confused as to why the TV would work and the Internet not?, On previous house moves to a VM capable property both services have worked fine just fine.

The hub 4 has a pulsing white light and not a steady cream light as it normally does, I see that it's requesting some DHCP but not receiving an offer.

What could be going on?

TIA

[jb66]

You can't just move your stuff and expect it to work, you need to arrange a house move with vm.

The TV box will work for a while but will eventually stop as well

[BitFlip]

I have already been through the house move process...

[jpeg1]

Including activation of the Hub on the new connection?

[BitFlip]

As I already have services from virgin and was moving into a house that already has the "virgin signal" I was told by the Scottish agent on the phone who was dealing with my house move that if the TV is working then the Internet should be working too as all my old equipment was still active.

He said he would trick the system and keep my old equipment active and on 12am Sunday the house move and re-activation would occur whilst we were sleeping ready for when we woke up Monday morning.

[jpeg1]

Try calling 0800 953 9500

[Ayisha_B]

Hi @BitFlip,

Welcome to our Community Forums and thanks for your post. 

I am sorry for any issues you have had with activating our services in your new home.

I have checked our systems and can see a QuickStart work order has been raised for you, scheduled for 5th April.

If you have any further problems, let me know.

Thanks

[BitFlip]

I have just been told via online chat that equipment should be arriving today. 😕

Also, does this look normal to you or anyone familiar with DOCSIS?

[Paul_DN]

Hi Bitflip,

Thanks for reaching back out, I can see you did speak to Ayisha who confirmed there was an open order on the account for Tuesday, how are things now, did you receive new equipment and is it all up and running?

Regards

Paul.

[BitFlip]

Hi, all I received was a bag of unneeded wires (as I took all my old equipment with me to the new addresses) anyway for the sake of it I used said bag of wires but the issue remained the same which was TV box working Internet not. The Hub 4 was acting like there was no cable connected to it on both its own coax connection or even the coax connection that the TV box was using.

I have an engineer booked for this Saturday to come and sort the issue out as its either the Hub 4 that has died (somehow) or a cab/power level issue.