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emcdubb

On our wavelength

Joined 2 years ago

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Re: Residential address registered as business
The fact that it is listed as a business is an issue for me as I am unable to go online and get offers/deals since my address doesn’t show as being available on the Virgin network. Trying to renew my contract/take out a new contract is an absolute hellscape since it can only be done on the phone and I end up getting passed around from pillar to post, getting told it’s not available at my address and I can register my interest if I want. When I tell them the issue, I get passed to business and offered business broadband only since businesses can’t get broadband and tv packages, and I AM NOT A BUSINESS! Also, I’m not sure if you work for Virgin, I did (which is how I got my original Virgin contract on a staff account), and you are incorrect that “the last customer had a business contract” since we built this house and Virgin was only installed in our street a few years ago (around 10 years after we built the house), there has never been a business here, there has never even been another customer here. So yes, I need this resolved as it’s giving me a headache trying to take out a new contract and having to explain to every advisor what the issue is since I can’t do it online. Thanks.
3 months ago Place QuickStart, set up and connections
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Residential address registered as business
Hi, I have been told my address is currently registered as a business address. It’s a 5 bedroom detached property, there is no business here. Customer service and sales have said that they can manually override this, (which is what they have done in the past as there is Virgin HBB and tv currently live at the address), but I would really rather it be changed to residential to avoid having to jump through these hoops! Thanks, Emma
3 months ago Place QuickStart, set up and connections
address
Broadband
Business
complaint
Connection
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5Comments
Re: Connect app can’t find hub, unable to order free pods
Oh this is good to know, thank you so much!
2 years ago Place Networking and WiFi
1.9KViews
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3Comments
Re: Connect app can’t find hub, unable to order free pods
hey just wanted to update you to say I managed to get a pod ordered! Still can’t get the connect app to work, so I called 0800 953 9500 and chose the following options: obviously first one is “calling about your Virgin media services” and from the main menu that it takes you to from there, don’t go for faults straight away, choose the one that says: “to activate your new equipment or for questions about installations or set up” and then: ”if there’s a fault with your new installation..” and when I got through I explained the app can’t find the hub and I need a pod and they just ordered it straight away and said it should be delivered within 72 hours! 🙂 Give it a try and let me know how you get on! At least that’s ONE issue sorted ha good luck!
2 years ago Place Networking and WiFi
1.9KViews
1like
5Comments
Re: Connect app can’t find hub, unable to order free pods
Hi! Sadly no resolution as yet I’m afraid, very frustrating. Having had a dig through the forums I’ve actually found quite a few people having the same issue and they all seem to be with the Hub5, is that what hub you have too? If I do manage to get any results I will definitely reply back to you again with an update! Emma
2 years ago Place Networking and WiFi
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Re: Connect app can’t find hub, unable to order free pods
Hi, thanks so much for replying! So, my connect app worked perfectly until the engineer replaced my hub 3 with the hub 5, and now it’s not even a temperamental/intermittent issue, it has never picked up that hub at all. The TV issue does not show any error codes whatsoever, and on all of the numerous calls I’ve made regarding this every advisor has said that my package has been activated and channels are all working, a few of them have re-sent the signal to the boxes which hasn’t made a blind bit of difference but mostly they just can’t grasp the fact that the channels simply do not work at all, they just keep telling me that it’s active and they should be working. The engineer said the same thing and ended up giving up and booked another appointment for Thursday because he had no idea how to fix it. all other functions on the boxes are fine, i can select “watch from start” and it will let me stream shows and I can access apps, but when I go to the tv guide and select a channel and choose “watch live” it goes to that channel but nothing is coming through at all, just completely blank. i have uploaded a short video as it’s easier to show rather than explain it ha so this is the link: https://imgur.com/a/sf1Fi38 but I guess since there’s no error codes or anything, no one seems to know what to do with it, and the fact that I can’t even access channels on the tv Go app either (it says I need to upgrade to a tv package to watch any channels!?) tells me there’s something wrong somewhere on my account rather than the equipment itself. I really appreciate your reply and all the info you’ve provided, I will follow the steps you’ve mentioned to see about getting the Wi-Fi pod, and at least that may be one issue I can cross off the list! many thanks again! Emma
2 years ago Place Networking and WiFi
2KViews
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Connect app can’t find hub, unable to order free pods
Since getting the Hub 5 installed a couple of days ago, my Connect app can’t find my hub even though I’m connected to it and it is working. I have a couple dead spots upstairs and also at the back of the house but I’m unable to confirm these with the app as it can’t even find the hub, so I don’t get the option to request pods/boosters. This is very frustrating as I’ve been having issues with my tv package not being activated yet either (this is being dealt with separately) but I feel like I’ve had nothing but problems since the whole set up has been installed. there must be an easier way of requesting these pods surely, I’m on an ultimate volt bundle which entitles me to 3 free pods, however this benefit is useless without any way of actually requesting them! can someone please contact me with regards to sending my free pods? I have attached a screenshot showing the error I receive in the connect app. I have tried deleting the app and reinstalling it, I have rebooted the hub, this is the 3rd day now and it still cannot connect. The app is on iOS but have also downloaded on an android phone and it’s having the same issue. I have screen recorded the issue but unable to post a video here so I have posted it here: https://imgur.com/a/ikGYESi so that you can see the results I get every time I try to connect. many thanks.
Solved
2 years ago Place Networking and WiFi
2.4KViews
0likes
10Comments