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Zak_M
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Message 11 of 18
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Re: Moved house but Internet not working

Good morning @Mariam12 

 

Welcome to the forums and thank you for taking the time to post. 

 

I am sorry to hear that you have had some issues with your services.

 

It sounds to me like the account isn't active, what colour are the lights on the front of the hub? 

 

Kind regards,

Zak_M

Mariam12
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Message 12 of 18
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Re: Moved house but Internet not working

Hi Zak,

Thanks for offering to help. The lights are green and then changing to white.

kind regards,

Mariam

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Zach_R
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Message 13 of 18
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Re: Moved house but Internet not working

Hi @Mariam12,

You can check what the lights means on your router from here.

Have you created a My Virgin Media online account using the details of your new account following the move?

Thanks,
 



Zach - Forum Team


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Mariam12
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Message 14 of 18
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Re: Moved house but Internet not working

Thanks for the link Zach. Yes, I have created a new online account as my account no has changed after the move. 

kind regards,

 

Mariam

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Zach_R
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Message 15 of 18
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Re: Moved house but Internet not working

Hi @Mariam12,

Thank you for the prompt response. I'm glad to hear you've been able to set that up.
 

Is your account linked to your services at your new home also stating that it's closed?

Thanks,
 



Zach - Forum Team


New around here? To find out more about the Community check out our Getting Started guide


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Davy1313
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Message 16 of 18
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Re: Moved house but tv and Internet not working

I’m having the exact same issue as described here and am struggling to have it resolved.

Can anyone help me out or point me in the right direction.

 

Thanks

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newapollo
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Message 17 of 18
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Re: Moved house but tv and Internet not working

Hi @Davy1313 

If you've just moved house it may be that because the equipment hasn't been activated yet.

You need to call 0800 953 9500 to activate the equipment. You will need the equipment serial numbers, and your account number and area code.

Dave

The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali


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Steven_L
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Message 18 of 18
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Re: Moved house but tv and Internet not working

Hey @Davy1313,

Welcome to the community and thanks for taking the time to post your issue on the forums.
I'm sorry to hear that you're having issues with your services after your house move. I have looked into this and can see that you have spoken to the team and that they have arranged a technician visit to get your issues resolved.

Please let us know how the visit goes.

Regards,

Steven_L

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