on 03-12-2021 18:49
Hi all
We arranged a house move with Virgin 4 weeks ago and were advised to take our equipment to the new house on the 1st December and it will work as Virgin was already installed.
We moved on the 1st and since then we have had no Internet at all. Just a green WiFi light on the hub 3. I have spoken to at least 6 different people (when I was able to actually get through) and everybody keeps passing me to someone else who also cannot help. I have so far lost about £200 because I have been unable to work from home.
I have now been told that a technician will visit our house but not until next week but which time I would have lost over £600 from not being able to work.
Everything worked at our old house up until it was disconnected the night before our move (30th November). When I log onto my Virgin Media account on my phone it tells me I do not have any packages and my contract is not active.
I am so angry and confused at how something so simple can be messed up so badly. I asked if I will be compensated for the amount of income I have lost to date and I was told that once it is fixed (God knows when that will be) I will get a credit on my bill for the downtime. Which really does not help at all with feeding the family or paying bills!
I'm really getting upset and about to make a complaint, I just wondered if there is anybody else here who has experienced this problem and how they got it resolved?
Kind regards
Matt
on 03-12-2021 20:07
on 03-12-2021 20:45
The non activation may also be a consequence of the VM national outage yesterday, VM are hoping to have all the activations working correctly tomorrow.
If it's not working tomorrow call the activation number suggested by John, 0800 953 9500. You will need the box serial number, and your account number and area code.
You could also try contacting New accounts and Set Up for them to complete the setup and activation on freephone number 0800 052 0422.
Speaking of account numbers, VM close the account at your old address and set up a new account at the new property, which is why when you log onto your Virgin Media account it tells you that you do not have any packages and your contract is not active
As part of that process VM can/should perform a move and transfer for your details across from the old account to the new one.
You could call in and speak to the home move team using the freephone number 0800 052 0422, however Forum Staff may be able to set up your account correctly but it may take a couple of days with it being the weekend.
03-12-2021 23:17 - edited 03-12-2021 23:18
Here is a link to the compensation scheme: https://www.virginmedia.com/help/automatic-compensation
If you are relying on broadband for business, you should set up a standby service, e.g. with 4G /5G data. Virgin Media is a residential, not a business service and does not guarantee a continuous connection.
on 04-12-2021 05:37
Thank you for your replies. I will wait for the technician to visit next week.
on 06-12-2021 15:14