on 05-07-2022 15:54
The property I've just moved to already has Virgin Media and the previous owners left all the cables (splitter + the 2 coax cables to hub and TV). I've let VM know I moved house and wanted to move my contract, but they said I would not be able to self install since I changed towns. They can send an engineer but only later next week.
I'd like to avoid spending a week without internet (but still paying for it!) simply because I need the it for work and the mobile signal here is really bad. Is there anything preventing me from simply plugging in the VM boxes? Does my account need to be updated with the new area?
I'm quite technical and the installation is a piece of cake anyway, but I'm not sure if something needs to be updated in the VM backend.
05-07-2022 15:59 - edited 05-07-2022 16:00
Seems odd - I have asked VM to comment on why you cant have a quickstart pack - I am assuming it was Offshore CS who told you that ?
Also I assumed you completed the VM house moving form and process?
05-07-2022 16:02 - edited 05-07-2022 16:03
I don't think I need a quickstart pack (I don't need any new hardware, unless by quickstart pack you meant the option to go with the self-install using the existing boxes which I already have from the previous home).
I was told I needed an engineer when I contacted VM over webchat. The lady I chatted with had an English first name, but whether it was an offshore CS or a someone in the UK CS - I couldn't tell. I insisted I wanted to self install but she said an engineer would have to come in because I changed cities. Which sounded rather odd.. more like a "computer says no" type of thing!
I didn't fill in a moving house form - this was all done over chat.
on 05-07-2022 16:07
Hi lucianf
Thanks for posting - sorry for the confusion here. It wouldn't be due to the town you're moving too and also you'd not be paying for the service when not active as the account needs to be active for you to continue paying.
This would be because on our system, QuickStart wouldn't have been an option, likely due to cabling or something similar, which requires a engineer visit.
Let us know how the visit goes.
Best,
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on 05-07-2022 16:08
05-07-2022 16:14 - edited 05-07-2022 16:19
Hi John,
Thanks for the swift reply. What would be the reason why a quickstart wouldn't work? The cabling is just fine, the previous owners had the same service, should it be not just a matter of plug & play (& activation on your end)? I'd really want to avoid not having broadband for another week (appointment is booked for 12 July).
Can I at least give it a try and perhaps save your engineer a visit? I can provide my account details over PM if you can move my account to the new address. If that doesn't work I still have the appointment booked.
Edit: as per https://www.virginmedia.com/broadband/installation:
Check your postcode, and we’ll find out for you. If QuickStart is available to you, make sure that your wall socket doesn’t need a technician. If it’s securely fixed to the wall, within 3 metres of the TV box and WiFi Hub, and you can see its silver connectors, then your home should be set up for QuickStart.
All the above are true, and my postcode & house number pass the postcode checker. Maybe the CS just missed checking if QuickStart was indeed available? Can someone re-check this please?
on 05-07-2022 16:51
05-07-2022 18:37 - edited 05-07-2022 18:38
My bad, the question was for the other John - @John_GS - in case he could help on the VM end.
on 05-07-2022 18:50
VM equipment is account locked by address, & when it connects to the system it's location is checked against where it should be being used. So if you plug it in in a different network segment to the address it is registered too, the system will disable the equipment after a short while.
Either your existing equipment has to be activated to the new account address by CS, or it has to be replaced.
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on 05-07-2022 18:57
Understood, it makes sense. I'm just wondering if someone that works for VM could kindly activate the equipment on my new address (effectively allow me to try the quickstart option) rather than having to wait for another week for a technician to show up and possibly not have to do anything.
I can offer all the necessary details over PM (old/new account details, SN's etc)