New connection 8 days ago but has never worked

[Scotbrice]

Good evening…after a bit of advice from anyone who has experienced than before…

Had VM installed 8 days ago but has never worked.  VM just don’t appear interested in getting it resolved. “Yellow light on router?  Yes we know of that problem but can’t give a definitive time from when it will run”

  Made loads of phone calls practically daily but feel like I’m just fobbed off each day and having no internet is proving difficult for kids studying etc!  
As a new customer..is this normal?  

Before I cancel the service that hasn’t even started, which they seem absolutely uninterested or incapable of getting up and running, has anyone experienced similar or have any suggestions? Thanks.

[goslow]

What version of the VM hub are you using? Some photos part way down this page if you are unsure

https://www.virginmedia.com/broadband/existing-customer-deals/hub

Can you expand on what the 'never worked' problem is exactly? Never worked as in a 'total loss of service'/ no connection at all or an intermittent/unreliable/slow connection that is not useable?

What has the VM telephone support told you is the cause of the problem?

Does the automated telephone service status number tell you anything useful on 0800 561 0061 about any problems in your area? Try the online checker too

https://www.virginmedia.com/support/help/service-status/identification/identify

[Scotbrice]

Hi it’s a 5X looking at that page.  It’s never worked and just displays a yellow light.  No connection, nothing!  No issues in the area.

VM keep telling me that they have tried everything and submitted tickets to their technical team which should have been actioned on Wednesday at the latest…they weren’t and this were escalated but still nothing…no connection.  they have not been forthcoming with much of an explanation except that the router is not responding but won’t give any time of when service will start. Apparently I’m not alone but I can’t find anything similar on here!?!  Obviously after 8 days now and still no success and kids etc climbing the wall..it is beyond annoying and VM keep saying they have no answer for when service will start!  The annoying thing is all others in the street with the new service haven’t experienced this and have internet! VM just do not seem to be overly bothered to address this any time soon!!

[goslow · Accepted solution]

If you are using the Hub 5x, it will have a fibre optic connection on the back with a green plug at the bottom as per

https://community.virginmedia.com/t5/Networking-and-WiFi/Superhub-5-amp-5x-Discussion/td-p/5351994?l...

There is also a Hub 5 model which just has a regular coaxial connector

https://community.virginmedia.com/t5/Networking-and-WiFi/Superhub-5-amp-5x-Discussion/td-p/5351994?l...

for which the PON ID issue detailed below would not apply (if you have the Hub 5 model) as it works on a different system

This topic sounds similar to your own issue

https://community.virginmedia.com/t5/Networking-and-WiFi/unable-to-connect-to-internet-hub-5x/m-p/54...

You could log into the hub and see if you get the same network access not allowed info.

These topics below mention the PON ID being incorrect and preventing access

https://community.virginmedia.com/t5/Networking-and-WiFi/Pon-id-was-wrong-been-waiting-months/m-p/54...

https://community.virginmedia.com/t5/Networking-and-WiFi/Non-Installation-of-XGS-PON/m-p/5413130

and requiring a back office change.

Welcome to Virgin Media! When (if) it works, it normally works well, but if you have to contact customer support it is often an unhappy experience getting a remedy.

Your failed activation should attract automatic compensation

https://www.virginmedia.com/help/billing-and-payments/automatic-compensation

Little consolation but, if you need to put in temporary measures while you wait, it will go some way to paying for some mobile data to bridge the gap if you decide you are going to stick it out.

One of the VM forum team will reply here within a few days. They may offer to help but will likely be doing no more than processing a request for more info on your behalf.

[jpeg1]

The best way of attracting attention is to phone in on Monday morning and say that you are cancelling within the 14day cooling off period because it's not working. That should get you some support. 

If you just wait here for someone to take details and do nothing useful with it you will run out of time. 

[Scotbrice]

Just went through the router and it says not connected…although I had already worked that out!   You’re right about customer services and the merry go round it is…I’ve decided that I’ll call for the last time in the morning and then cancel the contract before they trying taking any money from me!!  

[Graham1957]

I've been 12 days without internet since my hub was changed and I'm hearing similar stories to you

[Scotbrice]

10 days for me tomorrow so it’s time to scrap it and try someone else!!  Kids can’t do their homework, all the heating, hot water etc is controlled via wifi so that hasn’t worked properly etc, etc and VM aren’t bothered so they can have their 5X hub back with my best wishes…strangely it appears abysmal customer service is all they’ve been good for..

[John_GS]

Hi @Scotbrice 

Thanks for posting and welcome to both the community and indeed Virgin Media.

I am sorry to hear of the install issues, not the ideal start. I can see from checking the system that everything has been sorted with IT and a tech visit has also resolved everything.

I'll send you a PM now to finalise the issue.

Best wishes.

[Scotbrice]

Yes, thankfully…..however, it took several calls on Monday asking for the contract to be cancelled before I finally got someone to offer an engineer to come out on Tuesday.

The engineer was brilliant and resolved  the connection issues straight away!  Your customer services need a review as in total I spend nearly 10 hours on the phone to them and this could clearly have been resolved 10 days earlier or on the date of install!