Carley_S
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Re: 3rd WiFi pod
Hi teamfloyduk Welcome back to the Community Forums. Sorry to hear of your WiFi concerns. Is it just your Ring Security system that has the issue, or do you find other devices also drop in connection? Have you made any customisations to your WiFi settings at all, such as splitter the bands (frequency), adding a customised name (SSID) or WiFi password? Or any other setting changes from the default settings? If so, please can you do a 60-second pinhole reset on the router? This will revert any customisations back to factory settings and fully update the router with firmware/software updates. Please do not reboot the router whilst it is completing the pin hole request.8Views0likes1CommentRe: Delete old blueyonder email account
Hi Chris10661 Thank you for joining me in a private message. Glad we've been able to get this requested for you today. If you believe the issue is resolved, you can mark the thread as resolved by clicking the helpful answer given, and this will show anyone else having an issue that an answer was given and direct them to the post. Alternatively, you can just like or 'kudos' the post if it helped you. Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the Community Forums if needed.9Views0likes0CommentsRe: Frustrations returning equipment
Hi JerryFT Welcome to the Community Forums. Sorry to hear of your concerns with the equipment returns process and difficulties when trying to return your equipment. We do have other methods where customers can order their own equipment returns packaging or print off their own returns label here. We appreciate that you had lost confidence in the process, seeing as your attempts to re-order were met with no response. We raise complaints when customers show their dissatisfaction with processes or have a poor customer experience, so this is documented. We always take on board the feedback we receive so we can collect the information and use it to learn more about the areas we need to improve. We will certainly pass this information along to the relevant teams on our side.7Views0likes0CommentsRe: Delete old blueyonder email account
Hi Chris10661 Welcome to the Community Forums. Sorry to hear that your email is still active after 90 days of your disconnection. Sometimes, customers are able to still use emails long after 90 days have passed, as if the email address is in constant use, it can be missed. We do go through and do a clean-up every so often, and, as such, any email address no longer associated with an active account is deleted and removed. If you're still using this email for anything, we recommend ceasing to access it and import any important documentation as soon as possible. If you'd like, we can pass this information along on our side, but the email will be deleted eventually. Please join me in a private message so I can locate your account and pass the account security. You can see your private messages at the top of the page, in the envelope icon, or if you're using a smaller device, you can see your private messages by clicking on the Virgin Media logo at the top right and selecting 'Messages' from the drop-down.12Views0likes1CommentRe: Relocating VM cable into the house
Thank you for joining us over private message PaulCarslake Glad we were able to get this arranged for you today. Keep us posted with how you get on, and please let us know if you are having any further issues or have any questions at all. We'll be here to help on the Community Forums if needed.Re: Issues with cabinet/beyond engineer support
Hi Ciaran3000 Welcome to the Community Forums. Sorry to hear of your ongoing service concerns and that you didn't receive the call back the engineer advised. Checking the service on our side, we cannot see any raised issues in the area that are currently affecting you. However, as the engineer raised this to networks, they'll investigate further. I've reached out on our side to see if we can find more information on any known area issues for you that you mentioned the engineer advised. Please keep us posted if you do hear back from them this week, and we'll keep you updated here too should we also hear back.25Views0likes0CommentsRe: v6 box not showing subtitles on sky mix
Thank you for getting back to us rockpiler So we can investigate this further, please can you provide the following: What programmes are you experiencing the lack of subtitles on Sky Mix, where subtitles are showing as available when in the information tab? Is this affecting Live TV, recordings or OnDemand services? Does your TV itself have any subtitle settings that are currently enabled?11Views0likes2CommentsRe: Moving Hub
Thank you for joining me over private message rabkerr Glad you've been able to resolve this yourself. Should you request an engineer for works in the future, such as internal relocations or cable re-route, there will be a £25 call-out charge for the engineer and work. Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the Community Forums if needed.4Views0likes0CommentsRe: Suddenly unable to record using Virgin TV Go app
Thank you for that BristolSally Do you have any other devices that you use TVGO on? If so, please ensure that these are not using the TVGO in the background or are still open. Do you find you get the same error on another device at all if you're able to try this?16Views0likes5CommentsRe: Cancellation
Hi Laurxry Welcome to the Community Forums. Sorry to hear you're looking to cancel your services. We require a 30-day disconnection notice when cancelling an account. You can find more information here should you need. Alternatively, you can use the One Touch Switch process to switch your provider. This process allows for a much smoother transition between providers, with little to no service gaps. If you know which deal you want with the new provider, you can sign up with that, choosing to switch using One Touch Switch. Your new provider will then arrange your installation and disconnection of broadband and landline services only. Ensure you're choosing a date of installation after your contract ends with us to save from any early disconnection fees. You can find out more about One Touch Switch here.17Views0likes0Comments