Hub 3.0 can't connect to Internet after moving housr
I've just moved house today to a property that had past service from Virgin Media (so I have a Virgin socket box in the living room here).
When connecting the Hub 3.0 device and powering it up I see a green led light at the bottom which is stable as well as the WiFi light which is also on. The Internet light however (a double arrow) is constantly flashing green (and occasionally even red).
When I logged into the Hub settings page I saw a message saying "Internet (Access Denied)" in red and its obviously having issue accessing the net through the ISP.
I did filled out a moving house form and submitted through the site about a week ago but other than an automated response no one contacted me. Its also impossible to get anyoe on the phone support after waiting more than an hour.
My address and postcode has changed and I'm assuming it has to be updated on record but I'm not finding any self help feature that'll allow me to do that.
Please advise, I'm working from home due to the global pandemic and I must restore Internet connectivity as soon as possible.
Re: Hub 3.0 can't connect to Internet after moving housr
26-03-202019:31 - edited 26-03-202019:32
Unfortunately you can't just move the Hub from one address to another. Your contract will need to be changed by Customer Services and the connection reactivated by them. You will have to persist with contacting them. A VM person may pick this thread up and help but if it's urgent don't wait for that.
Re: Hub 3.0 can't connect to Internet after moving house
I managed to reach the customer service line yesterday evening and talked to a VM person who told me that today (preferably during AM hours...) someone from the relevant team who can actually do something, like get my account reactivated in the new address, would call me back. No one has contacted me, I've just spent an hour waiting on the phone and eventually call was disconnected, and now the auto message says that "due to coronavirus our call centers are closed" and that's it. Please can anyone assist here? There's no one to talk to, no one is calling back even though I was told they will, and absolutely no online options to reach anyone in VM to resolve this. In the meantime I still don't have any broadband service here and have to rely on a terrible mobile internet service which almost doesn't work. Please help.