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New customer but maybe not for long

CustomerForNow
Joining in

I reveived my VM hub today.  I followed the quick start quide but could not get it working.  Following the 'my Virgin Wifi is not working' link returns the following "Looks like your services aren’t installed yet. This means we can’t check for any issues. Register or sign in to My Virgin Media to keep track of your appointment or self-install delivery."

But I can't register or sign in, because that requires details (acount number, area) which I do not have because I have no welcome mail.

Plus the hub provided rattles and sounds like it has broken bits inside.

Come on Virgin is this really the experience you want new customers to have?

1 ACCEPTED SOLUTION

Accepted Solutions

newapollo
Very Insightful Person
Very Insightful Person

Hi CustomerForNow 

Check your spam/junk folder for any emails rom VM.

You may be able to get your account and area number from the pre installs team on 0800 052 1734

The equipment is usually pre-activated, however you might need to call 0800 953 9500 to activate the hub.

If so have your account and area number handy, and the hub serial number.

Also advise the teams of the hub rattling.

Dave
I don't work for Virgin Media.
I'm a Very Insightful Person, I'm here to share knowledge.
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See where this Helpful Answer was posted

3 REPLIES 3

newapollo
Very Insightful Person
Very Insightful Person

Hi CustomerForNow 

Check your spam/junk folder for any emails rom VM.

You may be able to get your account and area number from the pre installs team on 0800 052 1734

The equipment is usually pre-activated, however you might need to call 0800 953 9500 to activate the hub.

If so have your account and area number handy, and the hub serial number.

Also advise the teams of the hub rattling.

Dave
I don't work for Virgin Media.
I'm a Very Insightful Person, I'm here to share knowledge.
Problem solved? Click to mark as a Helpful Answer, or use Kudos to say thanks
The do's and don'ts.
Keep the community welcoming for all. Please read the FAQ's
The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali

Hi Dave thank you for the advice, all very solid.  The phone numbers in particular were useful.

Unfortunately it has not gone well.  No trace of the missing email in spam etc.  I can't determine (from VM when I call or from any documentation I have) my account number, and cannot access my online account.  VM have promised to send in 5 - 8 days.

The twice I called, VM were helpful, activated the equipment, advised me to wait and they would call back, but neither did.  I did not succeed in getting working.  It may be a faulty hub (it rattles; there is definitely broken stuff inside) or a connection issue.

I have now cancelled as paying for a service I cannot receive and waiting on promised call backs that never materialise does not feel good. 

If anyone from VM would like to contact me with options I would be prepared to reconsider.

thanks again for your help

Gary

Hello CustomerForNow, 

Welcome to the Community and thank you for posting. 

We are very sorry to hear of the issues you have been experiencing with the service and online account. 

In order for us to assist further I am going to pop you over a private message to take a few more details. 

This will be available via the red bar at the top of the page. 

Speak soon, 

 

Nat