Virgin Media Community

[Tarek8]

Hi everyone, I received my Hub 4 today and set it all up.  The service has been activated but I am not getting any internet service.  Devices connect to the hub successfully and there is a non flashing bright white light on the box.  

I have got through to second line support twice who tried to diagnose the problem at their end but struggled.  Everything they asked me to try did t work.  Has anyone experienced this/a similar situation.  How did you go about resolving it?

My experience with telephone support can only be described as catastrophic at best.  Six hours of being put on hold, futile conversations ana waiting for callbacks that never happened! 

Any help would be much appreciated.

[RedGooner]

When i got my SH4, I plugged it in, Phoned Support, told them what i needed to activate, Provided them with the MAC code.

5Mins later i have 1Gig internet. Happy Days.

[Tarek8]

Thanks RedGooner, according to the customer support guys I have been activated but still no internet.  It’s all a bit odd.

I assume the MAC code is needed when you move from another ISP, correct? They never asked me for my MAC code but I assume that is because I was moving from one Virgin contract to another. 

[apcyberax]

you do not need a MAC code for anything on VM.

MAC code is used for moving between Open reach based ISPs

[Roger_Gooner]

I think it's clear that RedGooner meant MAC address which is needed to uniquely register the hub on the user's account.

[Tarek8]

The issue got resolved today.  Engineer dropped by to change the box.  Third box worked.  Issues with the H/W and activation services appear to be a common occurrence.