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No activation text, no internet - account issue

Hi there,

I've received my Virgin Hub today but was unfortunately unable to set it up. I received no activation text, and when I called on the number in the instruction manual and followed the instructions, I get an error message that says "sorry, we can't activate your account". Transfer to call centre then obviously does not work and there's no way to approach this issue through the current systems online.

I can connect to the WiFi and get into the router setting, but  there is simply no internet. Router diagnostic says  there is an issue with IPv4 Gateway and no broadband connection.

When I ran the diagnostic test through my Virgin account it said there's an issue with my account.

Could I get someone to help me with this?

Thanks!


Michal

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Re: No activation text, no internet - account issue

Hi, can you PM me your Account number, Area Reference and HUB Mac address and will have a look for you.

 

Regards

Rich

Send Me a PM!


Here to help! I'm a Field Technician helping out from home. Find out more
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Re: No activation text, no internet - account issue

All resolved thanks to Rich. The problem was that my HUB was not added onto my account and therefore my internet could not have been activated. That has been resolved and it's working now.
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Re: No activation text, no internet - account issue

That's ok pleased I could help and get this activated for you.

Regards

Rich

Send Me a PM!


Here to help! I'm a Field Technician helping out from home. Find out more
REFER A FRIEND AND SHARE £100 BETWEEN YOU

****************** ASK ME HOW ******************