Hope someone around here could help out or give advice.
Following a house move the VM equipment won't connect to broadband. I've spent the last few days chasing VM support over the phone until I was told that that the old account is has been deactivated and I now have a new account number so I should receive a new quick start kit (also got an SMS with a parcel number).
Today the kit arrived and it only included an isolator cable (and obviously this whole mess is because I need to get a new Hub3 router which could access the Internet in the new address). Tried several times to call VM support to ask if I should expect another parcel but I'm getting that "due to virus quarantine, our call centers are closed" and that's it.. There's no way to get any human being to talk to and sort this out.
Also when I log in to myvirginmedia.com I can see my old account number and that "You're not with Virgin Media anymore", obviously I have a new account number but I can't update or change that through the site and I can't register again since my email address is already taken (and not sure that's the right way to go anyways).... This is turning out to be a true nightmare, especially since every call where I can actually talk to someone takes ~1 hour wait and I've already spent 3 hours waiting on the phone today. Please help, I don't know how to resolve this further. Thank you.
Hi, I am a tech working from home at the moment I would like to help you. If you can please DM me with the account number including the area code (found at the top of the bill) I can run some test for you!
Hope this helps Neil Virgin Media Field Technician working from home
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