Menu
Reply
tigerroll
  • 2
  • 0
  • 1
Joining in
96 Views
Message 1 of 3
Flag for a moderator

Received QuickStart box, green flashing lights, customer service haven't helped!

After a short delay and several lengthy phone calls to the Customer Service team, my Quick Start box arrived at new property yesterday. Plugged into NTL box (I was told previous occupants had Virgin) and the Hub 3 turns on and ends up flashing green lights. 

Tried the following;

  • Resetting box
  • Unplugging and leaving unplugged
  • Virgin Media have apparently activated the line
  • Tight connections on the booster cable

I daren't phone Customer Service just yet again as they practically told me yesterday the service will work once activated and it doesn't. I've obviously tried the above on numerous occasions. I explained I may need proper technical help or an engineer and was shrugged off, which is upsetting as I've probably wasted almost four hours in three days on the phone to them or on hold without being clearer as to getting my broadband sorted. 

As suggested, there's an NTL box inside the property (TV/Data connection). cables from this run outside the property. To the front of the property, there's the wall mount for a brown box, but the cover and cables appear to be missing from this. There is no other box with the correct connection - the only other box, which seems to be positioned directly where the outside box once was says (TV/Data/FM) and only has one connection, which is like a rounded protruded pin if that makes sense. This box without the correct connection looks as though it hasn't been used by the previous occupants as there are paint drips over this protruded pin if that makes sense. 

Does anybody know how I can bypass the Customer Service phone number to get actual support from somebody with technical knowledge, or a technical visit swiftly? 

0 Kudos
Reply
Tudor
  • 12.02K
  • 926
  • 2.38K
Very Insightful Person
Very Insightful Person
79 Views
Message 2 of 3
Flag for a moderator

Re: Received QuickStart box, green flashing lights, customer service haven't helped!

Don’t phone customer services, but

Equipment activation on 0800 953 9500

If it’s still failing call the

pre-installs team on 0800 052 1734 8AM- 9PM Monday - Friday or 8AM-6PM Saturday and Sunday


Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2
tigerroll
  • 2
  • 0
  • 1
Joining in
72 Views
Message 3 of 3
Flag for a moderator

Re: Received QuickStart box, green flashing lights, customer service haven't helped!

Thank you Tudor, I'll give this a go shortly and hopefully move a step closer to having WiFi.