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baileye
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Setting up broadband issue

Hello,

Yesterday we were sent our new virgin hub and tv box as we requested new equipment.

When we tried to set up the hub we followed all the instructions in the booklet but when it switches on the base light remains Yellow/orange. we’ve waited the recommended 30 mins and still no luck. We have repeated this process 3 times but with no change.

I have attempted to call customer services and the number provided on the booklet but both have automatic responses saying call centres closed due to coronavirus which is strange considering we spoke to someone thursday to arrange the new equipment.

 

Please could someone assist

 

many thanks

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MikeRobbo
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Re: Setting up broadband issue

Hub Activation number -  0800 953 9500 


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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baileye
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Re: Setting up broadband issue

Thanks for sending this but it doesn’t work.

It says that they failed to activate and that they’re putting me through to a human but then that the call centres are closed due to coronavirus. I’ve been through all the fault pages but to no avail

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Sixtyten
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Re: Setting up broadband issue

Sounds like there’s a lot of us with the same issue. 

baileye
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Re: Setting up broadband issue

Finally got through to a queue and waited for exactly 1 hour and then the line disconnected! This is starting to become very frustrating as we’re currently without any broadband or TV.

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Beth_G
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Forum Team
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Re: Setting up broadband issue

Hi baileye,

 

Welcome to the community! Thanks so much for posting on the community forums for help with your activation issue, although I am sorry to hear you're having some problems with your new equipment.

 

I've been unable to locate your account fusing the information provided upon setting up your community profile, so I'm not able to check the status of your equipment from here sadly. However please let me know if you still haven't been able to get any help with this and I'll look into this for you as quickly as possible.

 

Look forward to hearing from you.

 

Beth

 

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