New package box not active

[Lauren4]

I down graded my package 1 week ago. Had confirmation that it would begin the following day. However I have an error message and when I follow the instructions it tells me the box hasn't been activated. Via my virgin media app it will nor be fixed until 20th October.  Tried to get through several times to virgin this week via online help/WhatsApp. Keep receiving a message to say no one can help me!!

[japitts]

A new package is one thing, a "new box" is something else entirely.

What new box is this that you're expecting? I would assume you've also ordered a new TV box alongside your package change?

[Lauren4]

Hi, 

No there isn't a new box. I already had the box - V6 with my previous package. It was after I'd entered the new contract/reduced my package that my box stopped working. Internet is fine.

[japitts]

Ah, I've misunderstood. In what way is your V6 not working?

I presume you're getting some error messages or codes? What are they?

Do you have error 7400 on live TV?

[Lauren4]

yeah it's the 7400 error message I am getting on the TV.

[japitts]

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@Lauren4 wrote:

yeah it's the 7400 error message I am getting on the TV.

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7400 is an activation error and you'll need to contact VM to rectify it.

The automated line can often assist, but otherwise an agent will be necessary - I think the number is 0800 959500 from memory.

[newapollo · Accepted solution]

Hi @Lauren4 

The activation number is 0800 953 9500 -  you will need yuor account and area number, and also the box serial number.