Reece_MH
Forum Team (Retired)
Joined 4 years ago
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Re: Outside cable box cover
Hi Rem2112 👋 Thanks for posting, and welcome to the Forums. I'm sorry to hear your external box has been damaged, along with your remote 🐶 I'm going to send you a private message, so we can look into assisting with both issues. Please look out for my message in the top-right, white envelope or by tapping your profile picture and selecting "Messages". Thanks,483Views0likes0CommentsRe: WiFi pods not working after upgrade
Hi MTS1 👋 Thanks for posting, and welcome to the Forums. I'm sorry to hear you're having some problems with your service since making changes to your package. For clarity, if you have made a change to your equipment, or we've swapped this out, then your Pod may no longer be paired. I'm going to send you a private message, to take a closer look into this, so please look out for it in the top-right, white envelope or by tapping your profile picture and selecting "Messages". Thanks,291Views0likes0CommentsRe: VM refusing to terminate my contract
Hi rsbuckell 👋 Thanks for posting, and a warm welcome to the Forums. I'm very sorry to hear about this poor experience when contacting our team to discuss your services. I'm going to send you a private message, to assist further. Please look out for it in the top-right, white envelope or by tapping your profile picture, and selecting "Messages". Thanks,708Views0likes0CommentsRe: My Virgin Media account is showing the old account number and details
Hi Parky165 👋 Thanks for posting, and a warm welcome to the Forums. I'm sorry to hear you're experiencing a similar issue. Let's see what we can do to get this resolved. I'm going to send you a private message, please look out for it in the top-right, white envelope or by tapping your profile picture and selecting "Messages". Thanks,405Views0likes0CommentsRe: Virgin Phone Switchover
Hi BillD 👋 Thanks for coming back to us on this. I can see the private message that Matthew has sent, and you should find this in the top-right white envelope, or by tapping your profile picture and selecting "Messages". Please let us know if you cannot see it there. For background, whilst the migration drops the line on the old copper cabled network, this does not mean that this has been the case. The older cabling is not faultless, and if a fault does arise, it can cause things such as a loss of dial tone, crackled line, etc. Faults can happen for various different reasons, and isn't always down to something we can control. Thanks,479Views0likes0CommentsRe: Moving House
Hi JurgenFlurgen 👋 Thanks for posting, and a warm welcome to the Forums. If you are moving your services to a different address, then the live connection to your existing rental property will be automatically disconnected on the same day that the services at your new address activate. As a result, you wouldn't be able to continue using the services or equipment at your rental property, unless another service was activated. Whilst I appreciate the signal in your area isn't great, you may find that one of the only options is a temporary solution such as an Unlimited Data SIM Card would be beneficial for this period of time, but this would be at your own discretion and cost. We do also offer 30-day rolling contracts, but this would need to be a separate service, which would incur a further credit check, and may take a few days for the equipment to be delivered. If you have any furhter questions, please let us know. Thanks,1.9KViews1like0CommentsRe: Red light on Hub 3 & Amber/Red on Tivio! Patchy internet
Hi Papjim45 👋 Thanks for posting, and a warm welcome to the Forums. I'm sorry to hear you're facing a red light on the Hub, along with some issues. I'm going to send you a private message, so we can look into this, and assist you further. Please look out for it in the top-right, white envelope or by tapping your profile picture and then "Messages". Thanks,684Views1like1CommentRe: Virgin Account issues
Thanks for coming back to us Jlt2 🙂 I'm sorry to hear about the confusion in regards to moving your services. You will have received a new contract because we allow our customers to amend their package, or remain at the same price when moving home. It is also updated to reflect your new address with us as we will cancel the services associated with your old one. In addition, you are also assigned a new account number as it will contain all of the information we need to get the service setup at your new address. Rest assured, your contract and pricing will be manually amended by our Home Movers Team to the original price and end date, if there have been any changes whilst getting you set up at your new address (such as a higher price). You'll receive a revised contract showing the correct information within 14 days of your move. If you don't receive this after this time or, you still notice a longer contract term or a different price, let us know and we can assist in amending things for you here. In regard to your TV Boxes, I'm going to send you a private message, so we can assist further with this. Please look out for it in the top-right, white envelope or by tapping your profile picture and selecting "Messages". Cheers,776Views0likes0CommentsRe: How long does upgrade take
Thanks for coming back to us on this, Sp4rky, and I'm very sorry for the experience. I'm going to send you a private message, so we can look into this issue further for you, and either assist or guide you into the right place. Please look out for my message in the top-right, white envelope or by tapping your profile picture and selecting "Messages". Thanks,511Views0likes0CommentsRe: blueyonder email hacked, can't login, please help
Hi Edwin 👋 Thanks for posting, and welcome to the Forums. I'm sorry to hear that your email account has been compromised. I completely understand the concern. I'm going to send you a private message now so we can assist further. Please look out for it in the top-right, white envelope or by tapping your profile picture and selecting "Messages". Thanks,800Views0likes0Comments