Requesting CM IP address - Home Move

[NewMover]

Hi,

I had virgin media at my old property and booked a home move two weeks ago to my new property on the 17th.

I was told that the new property had virgin media services until January 2021 so I wouldn't need an engineer. I asked the person on the phone multiple times if she was sure, and she was adamant that an engineer wouldn't be required.

I plugged my hub 4 in on the 17th and for some reason activation didnt happen until yesterday morning however there are nothing but issues. I have no internet connection and I see a message on the router that says registration failure, then requesting cm IP address and then it changes to RF signal.

I have spent hours on the phone trying to resolve this with first and second line support to finally be told I now need an engineer to come out but the earliest they can come out Is this weekend.

I work from home for my job so I am having to use my mobile phone to work which isnt great or ideal

Such a terrible service, specifically from the 1st agent I spoke to who dindnt want to book an engineer in . Is there anyone who can help with this? I need to work this week and dont have an option of going to an office. Also how do I get compensated for this lack of service for this week?

[Reece_MH]

Hi @NewMover,

Thanks for your post, and a warm welcome to our Community Forums.

I'm sorry to hear there have been some problems in relation to your installation. Whilst we do everything we can to ensure serviceability at a property, there can be some things that are out of our control, for example, a previous tenant may have damaged the cabling, or wall socket.

I've taken a look on our side, and the problem can only be resolved through a Technician visit. On top of that, it does look like you have the earliest appointment available.

I'm really sorry for any inconvenience caused. Any compensation relating to a loss of service would be directly through our Auto Compensation Scheme, and more information can be found here.

Thanks,