jbrennand
Very Insightful Person
Joined 16 years ago
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Re: Can't log in due to repeated error, Support won't help
try these options... ____ You can text VM on 0753 305 1809 include account name/number and what the issue is, there is also a “Chat” option on their website - but note that replies usually take longer. Or you can speak to the team on WhatsApp by logging into your online account via a mobile handset and there will be a link to speak to VM by Whats App (the number is 0780 3089 684 ) - you can use the same number for their other social media platforms too (TwitX/Fbook. etc) - so try them all. FINALLY… A VM person will pick this up on here and respond, but it can take a few days for them to get here.56Views1like4CommentsRe: Removal of main feeder box
If they have a signed wayleave document in place historically - notwithstanding the valid comments above ... then there is very little you can do to get the box moved - it will cost them thousands of pounds to do that - for no apparent benefit to to any of their customers - so why should they if there is no legal requirement? Sounds as if you are half angling to get a free/discounted VM package out of this - if that is so - then that is a completely different game/process you will be entering into. So can you be clear what ...is the outcome you actually want - and then we may be able to help on thatRe: Faults Department
See this old post.. ________________ Check first for any “known network faults in your location - Look in 2 places 1) Try the “check service,”Area status webpage (https://www.virginmedia.com/help/service-status) 2) Then also Try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues and fix estimates, down to street cab/ postcode level. Then............... There are a few options. Firstly call it in on the “faults” line - on 150 (VM Phone - free) or 0345 454 1111 (any other phone - national rate). Use option 2 (faults), dont press any other buttons when offered and you should be in the queue for the next agent. If you get cut off after an automated reboot cycle, just call back in a couple of minutes as the system should know that you have just been on and it hasn’t helped and put you in the queue. Try now, but calling at 08.00 midweek (09.00 Sun) is the best time to get through quickly at busy/closed times you may get redirected to offshore - hence calling early is best. You can text VM on 0753 305 1809 include account name/number and what the issue is, there is also a “Chat” option on their website - but note that replies usually take longer. Or you can speak to the team on WhatsApp by logging into your online account via a mobile handset and there will be a link to speak to VM by Whats App (the number is 0780 3089 684 ) - you can use the same number for their other social media platforms too (TwitX/Fbook. etc) - so try them all. FINALLY… A VM person will pick this up on here and respond, but it can take a few days for them to get here.11Views0likes0CommentsRe: Can this outdoor VM box be relocated?
Yep - standard fee will apply - £25 - just call it in... try this route... ________________________________________________________ There are a few options. Firstly call it in on the “faults” line - on 150 (VM Phone - free) or 0345 454 1111 (any other phone - national rate). Use option 2 (faults), dont press any other buttons when offered and you should be in the queue for the next agent. If you get cut off after an automated reboot cycle, just call back in a couple of minutes as the system should know that you have just been on and it hasn’t helped and put you in the queue. Try now, but calling at 08.00 midweek (09.00 Sun) is the best time to get through quickly at busy/closed times you may get redirected to offshore - hence calling early is best. You can text VM on 0753 305 1809 include account name/number and what the issue is, there is also a “Chat” option on their website - but note that replies usually take longer. Or you can speak to the team on WhatsApp by logging into your online account via a mobile handset and there will be a link to speak to VM by Whats App (the number is 0780 3089 684 ) - you can use the same number for their other social media platforms too (TwitX/Fbook. etc) - so try them all. FINALLY… A VM person will pick this up on here and respond, but it can take a few days for them to get here.15Views0likes0CommentsRe: Wall socket relocation
Try this... ______ There are a few options. Firstly call it in on the “faults” line - on 150 (VM Phone - free) or 0345 454 1111 (any other phone - national rate). Use option 2 (faults), dont press any other buttons when offered and you should be in the queue for the next agent. If you get cut off after an automated reboot cycle, just call back in a couple of minutes as the system should know that you have just been on and it hasn’t helped and put you in the queue. Try now, but calling at 08.00 midweek (09.00 Sun) is the best time to get through quickly at busy/closed times you may get redirected to offshore - hence calling early is best. You can text VM on 0753 305 1809 include account name/number and what the issue is, there is also a “Chat” option on their website - but note that replies usually take longer. Or you can speak to the team on WhatsApp by logging into your online account via a mobile handset and there will be a link to speak to VM by Whats App (the number is 0780 3089 684 ) - you can use the same number for their other social media platforms too (TwitX/Fbook. etc) - so try them all. FINALLY… A VM person will pick this up on here and respond, but it can take a few days for them to get here.Re: WiFi Pod not reconnecting
If its not sorted - try the equipment activation number on - 0800 953 9500 (follow options) and check with them. You will need to hand, the Model numbers, serial numbers/MAC addresses off the barcode stickers of all pieces of kit (photo the stickers) and also your account number23Views1like0CommentsRe: No connection since Saturday morning
Is it still a problem? See this... __________________________ Check first for any “known network faults in your location - Look in 2 places... 1) Try the “check service,”Area status webpage (https://www.virginmedia.com/help/service-status) 2) Then also Try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues and fix estimates, down to street cab/ postcode level. The "compensation "timer" can also be started on this number if appropriate. Faults may not be listed on the Area Status web page. Areas are not Geographic” they are "legacy billing" areas) and as such that usually only covers faults affecting 1000’s of customers across the country. So 0800 may give you more info, on local issues - but even that wont cover problems affecting just a few customers - or just you. If nothing shows on those, try calling it in as a fault - free on 150 (VM line) or 0345 454 1111 others (national rate). See what they say when they test your connection. If they say it’s a known fault, get a fault reference number. Or, a VM person should pick this thread up and be able to help but it can take a few days. https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/costs-and-billing/automatic-compensation-need-know https://www.virginmedia.com/help/automatic-compensation https://store.virginmedia.com/the-legal-stuff/terms-and-conditions-for-fibre-optic-services/automatic-compensation.html12Views0likes0CommentsRe: Intermittent Connection Issues
Up power levels are high - all at the top of the max range level. and need looking at with a Tech visit - call it in as a fault. Also - change your ethernet cable to a new Cat6a one - they can fail with age. Also - If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then, click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK https://www.thinkbroadband.com/broadband/monitoring/quality13Views0likes0Comments