Virgin Media Community

[Stackridgeman]

We've got a 360 main box and a mini box. We've been trying since 6 October to get the mini box activated but no one at Virgin seems able to help. The box has been swapped out and is not faulty. Engineer who came to to sort out broadband seems to think it's something within our account that needs sorting.

Anyone got any ideas?

[newapollo · Accepted solution]

Hi Stackridgeman,

VM should have send a text message to your mobile which says click on Go to activate the box.

It sounds like it may not have been added to your account correctly.

You could try contacting  New accounts and Set Up for them to complete the setup and activation, or fix the systems if there's an error.

That would be options 1,1,1 and 4 if dialling 150 from a Virgin landline , or options 1,1,2 and 4  if dialling 0345 4541111 from any other phone.

It usually best to call first thing on a morning, 8am, when lines are least busy.

[Stackridgeman]

Dave
Thanks for that. We've been from pillar to post trying to activate this box. I'll certainly try your suggestion and let you know!
Cheers,
Kelvin

[Natalie_L]

Hi Stackridgeman, 

Welcome to the Community and thanks for posting.

We just wanted to check in and see if you have spoken to the team in order to get the box activated since your last post? 

If not, please do let us know and we will be happy to help. 

[Stackridgeman]

Hi Nat

After weeks of trying, the box was finally activated at the weekend. I also wanted to upgrade our tv package but, again, no one knew how to do it with a 360 box! Promised someone would call yesterday but, you've guessed it, no one did!

Regards,

Kelvin

[Natalie_L]

Hi Stackridgeman, 

Thank you very much for getting back to me and its great to here the box has finally been activated. 

I am very sorry to hear you have not received a call back as promised, this is not the level of service we expect to deliver. 

Unfortunately we are unable to arrange package changes via the Community but if you give the team another call on 0345 454 1111 / 150 the will be able to look in to this further and also contact the adviser regarding the failed call back. 

Thank you 

[Blackadder]

My mini does not activate either I have spent over 40 minutes on hold with no answer I to have not received a text to activate the. What can be done?

Thanks 

[Stackridgeman]

Hi Blackadder
You're going to have to persevere I'm afraid. One of the problems we had was we had a wireless router connected to the Virgin Hub 3 which we were using as a modem. Apparently because of this the mini box can't talk to the main box or the engineers who had already tried to activate the box. Once the hub was re set, the mini box was activated.
However, all this only came about after hours on the phone. We used the 0345 number which resulted in a £20 phone bill. We've hopefully got this taken off after complaining.
Whichever number you use you need to insist you speak to the 360 team because, quite honestly, no one else in the organisation has been trained on 360s!

[Blackadder]

Thank you thats very helpful I had a modem attached but no wireless also acting as a router.  I have now got both the tivo and mini plugged in directly to the virgin hub.  So I guess I am going to have to wait for the 24 hours Ive been promised for an engineer to respond.