Some information that we need to process your order was missing
I recently bought a 12 month broadband contract with VirginMedia, and got my confirmation email. However the next day, I received this email: We'd like to talk to you to as it appears that some information that we need to process your order was missing. This will help us take the next steps towards getting signed up, so just call our team on 0800 052 7588. When I called the number, I was informed it doesn't exist. I've also reached out to both +4403454541111 and +448000521734 and got the same response. I am currently travelling in the EU, and thus I am not sure if the numbers are just uncontactable internationally. How can I contact a staff to resolve this additional information required? I also did not get an account number and area number in my contract.really frustrated
Currently have a complaint open because of issues when moving home. Now to add to it, the broadband won’t reach my office properly. Did a scan on the app and it said I would benefit from a booster, requested to order it and it gave me an error. Tried ringing them and it says it’s going to spend 10 minutes testing my wifi. Live chat has failed me on security because I don’t know my memorable word, they’ve sent me a link to reset it but despite my new memorable word hitting the criteria, I get the message that it’s failed to update and I need to try again later. Log into the app and it says my broadband account is closed, no sign of my new account anywhere. It feels like I’m banging my head against a wall. Now need to wait 3-5 working days to receive a letter with my memorable world, in the meantime I can’t work from home in my office and I have no access to my new account on the app.Hub 5 connection dropping?
Hey. I'm using a Hub 5 on a Gig1 connection, and have a weird issue. My connection will drop without warning, yet the status light on my hub will remain solid white. My phone (attached to the hub) will have a dialing tone yet I cannot successfully dial out or receive calls. I am able to address the hub's web interface and its network status reads "connected" etc. Occasionally it will come back on its own after a matter of hours, but usually I have to reboot or power-cycle the hub to get it to reconnect, after which it will work fine for a few hours. Rinse and repeat. Here's hoping someone can help shed some light on this most peculiar occurrence.New Customer - No Account Number or Area Reference
I have just signed up as a new customer for a broadband-only package that was meant to arrive yesterday (17th Nov). I thought I'd best check up on the order status by making an account but seem to be having a couple of issues. I have received an order confirmation email and an order documents email (with two attachments). I am now trying to sign up for an online My Virgin Media account but cannot do so as I do not have an Account Number or Customer Area Reference. I can see there is space for these two numbers on my Contract Information Sheet but the fields are blank. Does anyone know how I am able to obtain these two pieces of information in order for me to set up my online account, please?Faulty pod
I have recently had VM fibre broadband installed with a Hub5x and two pods. Both pods worked fine for a time, but one of them now refuses to connect to the Hub. I have moved this pod to several locations, including in the same room as the Hub. When I restart the pod it goes through the start-up sequence (judging by the lights), but it get stuck on the pulsing white light. The VM Connect app shows both pods, but tells me the faulty one is offline ("We couldn't find your WiFi Pod") The Pod is plugged in and I have positioned it in a place where it should see the Hub. I'd be grateful for any advice as to next steps.Wayleave Support Urgently Needed!
As many others have said, I am having a nightmare getting full fibre installed due to a wayleave issue. I was due to have WiFi installed Monday morning. However, when the engineer arrived, he said he wasn't able to complete the installation due to the location of the cabinet which required channeling some cables underneath our neighbours garden. He said that I would need to acquire wayleave permission from him and contact the wayleave team at mailto:residentialwayleave@virginmedia.co.uk. Immediately after, I went and spoke to my neighbour who is an 89 year old man, and he very kindly said he had no issue granting us wayleave. Online, I found this form (https://www.virginmediabusiness.co.uk/pdf/help-and-support/singleaccessagreementexample.pdf) which I got him to sign and I then scanned it and emailed it to the wayleave team. They replied later that day saying that it was the incorrect form and that that they required his email address to contact him. Due to his age, he isn't particularly tech-literate, so I asked them to send me the correct form instead so that I could print it off, get him to sign it, and then email it back again. They insisted this wasn't possible, nor indicated what the correct form was. The wayleave team then followed up today saying that they cannot proceed with our wayleave request (despite us already having permission from our neighbour), as the account and install had been cancelled. Based on this, I would need to contact the Customer Care Team. I then called the Customer Care Team and explained the issue and they said that they could not process a new installation at the property had been marked as 'Requiring Wayleave'. Therefore, an installation cannot be booked until wayleave is granted. This is deeply, deeply frustrating as we have wayleave permission from our neighbour, but Virgin Media are making the process as difficult as humanly possible. Please can someone from Virgin help me with sorting this request. I desperately want to pay you for your services and get our WiFi setup. This shouldn't be as difficult as it is given our neighbour is fully cooperative!No internet connection
Have just reconnected my WiFi hub 3.0 with new cables after a property move and it is showing as having no internet connection. After checking service status it is saying that it isn’t installed. White light is on at the bottom but WiFi and arrows lights are not on. Cannot get through to anyone on the phone at this moment.Feasibility of second modem setup
I currently have a VM package with Broadband, TV and Line Rental. I'm out of contract and I don't want the TV or Line Rental any more, but am wondering whether it's feasible that I can repurpose the coaxial cable that previously connected to the TV box, to connect to a second modem? I could then use that second modem as a more isolated setup for working from home. Is that possible? Secondly, in terms of acquiring said second modem, would I need to get one direct from VM or can I buy externally, and if the latter, are there any type/features/specs I need to be aware of from a compatibility perspective? I'm currently on a 500Mbps speed (contemplating upping to 1Gb anyway) and as a point of reference I think my current modem is a Hub 3.0. p.s. I'd probably prefer a combined modem-router for the second connection. If all that is possible I'll no doubt still need to explore whether I can drop the TV option in my package, but still use the 2 cables - so many things to think about! All advice greatly appreciated!No Internet and repair date is being pushed
I haven't had internet since Wednesday. The system keeps pushing back the date. I need internet for work and have no idea what is going on. First it was supposed to be fixed on the same day, then two days later and now a week later. I cannot reach any customer service support. What is going on?