New hub to install but instructions online don't match my set up
I have been sent a new Hub 5 to replace my old router. All that the box contained was the new router and a power supply. I have looked at the installation instructions online, and they seem straightforward but my current set-up has an extra cable going from an internet socket on the old hub into a Virgin Netgear box with three lights on in a nearby mains socket. There is also a similar box in a mains socket in my sitting room with an Ethernet cable going into my TV box. I can't find any installation instructions that mention this, and I'm unsure how to proceed?NEW PACKAGE - upstream channel missing
HI, so been with virgin since the 90's at multiple addresses, just phoned the diabolical phone number for help and got none and i think lies on recorded call. 2 days ago i renewed on live chat which is never a good idea. so we agreed on 1130 broadband only gig package all agreed, then i get the contract after the fact, which states it is a volt package, which i did not agree to i have transcripts it was for gig1, so im now worried as i have cancelled my o2 monthly sim not a phone deal just sim had it for years till the price got so high it was no longer viable with all the others now. Today they done the update to my router and disaster my upstream has only 1 3.0 docsis channel no 3.1 upstream at all, IP address in 200 miles away again. downstream is ok so i thought here we go again ill just cancel contract as have time, rang vm eventually got through the incredibly long options process, and asked to speak with retention's she said it was but i think it was over seas as it sounded very low and far away you know when its not local, i record all phone calls so no lies can be told and she assured me i do not need o2 sim so ok fine lets proceed, she was nice regardless, but dont know the technical so she transferred me to what i can only describe as a crazy person i tried to describe the issue with upstream he asked about my tv service which i haven't had for years, while making this weird noise over and over again i asked him to stop as i could not understand him without the clicking noises he was making, i asked politely does he know what i am referring too he said yes but did not know what i was talking about, then it went silent and eventually he hung up, he was not technical. Another thing i noticed is my new contract offer was deceptively inaccurate, it stated on my account im currently paying £49 odd when im paying £44.44 after the rises so my new carry on contract was offered as £49 odd i wasnt being charged that, they offered cheaper without my phone line so took that off was assued it wouldnt effect my router is this the cause of my upsteam channel only having 1 docsis 3.0? many thanks. HELP PLEASE. P.S why am i never sent an email about my contract finishing? luckily i checked or i would be losing money as usual. Can someone let me know how to upload modem stats please so it dont say your post contains invalid HTML etc it used to be so easy. [Mod - title edited for clarity]Please dont make me call CS again
Hi Team, Besides the constant passing around and difficulties in speaking to someone who can help me in the CS teams - I have gotten to stage 2 of having tech team one, come run the cables to my house (barring doing a blood sacrifice with Virgin over the phone to get this sorted), I am now stuck in the next level of of purgatory in waiting for an engineer to come to my house to run the cable to a router. The house is a newly built one and the couriers cant find the address after trying over 3 days - also not being able to even call and speak to comeone to help arrange (thanks Yodel) so I have no Starter kit (of which I have ALREADY mentioned countless times to the CS people and no it wont allow me to change delivery options either) and no new confirmation of an engineer coming for the next round. And finally when trying to log into the Virgin website to check appointments on mobile or pc - your cookie policy pop up is so broken that I cannot even accept them for it to go away and I can check the scheduler! Im so close to calling it quits with Virgin and I havent even started the service. This is my final Hail Mary, send help :( Alex
Unable to register account as login crashes & change delivery date
Hi, I have tried to create an account through the welcome however every time I try to create a password my browser gets stuck and times out/crashes. Is there a solution that I can use? I also have ordered the VM router to arrive at my new place however there will be no one at the property to receive it on the delivery date. Is there a way to change the delivery date? Thanks in advance!Pre-Install Woes
Ordered just before Xmas 2024 Engineer due first week of Jan Gets pushed back, fine no problem Engineer finally shows up but there are issues [blockages] though not mentioned at this point New date set for two weeks later Engineer shows up, tells me about blockages on the road, can’t install New date for two weeks later New engineer… tells me the same thing but didn’t know there were already blockages… so I get them to mention this, and we’re mid Feb at this point New date set for two weeks later Yet another engineer tells me the same thing and can’t install At this point I’ve rang the pre-install team god knows how many times to get some updates, they finally have blockages on their system Waiting yet again, rang VM pre install team again to figure out what the hell is going on. They finally tell me that they have apparently applied for planning permission to dig up the road, this was about a month ago but nobody mentioned this at all and they’re still sending engineers out. Another guys shoes up today, told him the same thing. Looks like he left with no work done as I was out for work. Beginning to think this will never happen. Even Starlink seems like a better option, unfortunately I’m stuck on 50mb with another provider so I have no faster options at this point. Thankfully I didn’t cancel my contract with BT otherwise I’d have been screwed at this point working from home. I’ve been waiting 4 years for this to be put in, and now I’m having to wait whilst seemly nothing is done. Not happy. Next step is to contact the council… but I would love it if VM can get in touch to figure out what’s going on their end. Bad enough that engineers show up unannounced, but to have them keep coming when the road is still blocked is a waste of time. System obviously isn’t updated on their end otherwise they’d know that there are blockages.Router requires resetting weekly
Good morning, I've tried call the virgin media phone line but get locked into a never ending cycle with the bot. Basically, swapped to virgin about a month ago and ever since we did the router disconnects all connected devices roughly once a week. The fix isn't difficult, we then have to unplug the router and let everything reconnect - not awful fix but very inconvenient especially with how much were paying! How do we fix this?Need to order another Pod
The engineer who installed my system didn't bother checking the signal strength before he left, he just gave me 1 pod then left as he was finished his shift, but even with that plugged in I'm only getting 4mbps in the office room and 9mbps in the guest bedroom, I'm paying for the gig1 package so I should be able to get 3 pods, but even just 1 extra would fix my issue but trying to get in contact with anyone is impossible that's why I've turned to this as I'm desperate, only had it installed for 1 day and already not happy, I've done the samknows tests and there's no way too order the pods online that doesn't send you around in circles 😢😢😢Trying to order a second WiFi pod.
Trying to order a 2nd WiFi pod. I am a volt customer so can get up to 3. Our first one was in our main bedroom but we recently switched to a streaming box, we have had to move the pod into the 2nd bedroom to stop the stream box buffering. Now we have no WiFi signal in the main bedroom. I have used the connect app to scan and it says I have poor signal but will not give me an option to order another one. I am reluctant to call up as I recently spent over 4 hours on the phone over 2 days recently trying to upgrade my package ad chat isn’t very helpful can’t seem to get past the bot. Please can someone from virgin help.Funny yellow light
Yesterday our fibre broadband went down. Went through the steps to reboot it (Media Hub 5) and nothing has worked. After the initial white light on the hub it goes to a flashing yellow colour which i've not seen before and no internet. I have noticed that the power supply to the COAX splitter/converter has a light on it, which i think normally is a stable green. That PSU is now blinking green. Could this be the source of the issue? I run my business from home and no internet is a massive issue - any help hugely appreciated.Unauthorised pre-installation work was carried out by (Virgin Media) Avonline Networks
After contacting Virgin Numerous times and waiting numerous days for an engineer, they finally decided to come when we were not home. We left notes for the cable installer and with the Virgin Media team; these were to install our services in a specific location so it doesn’t conflict with our upcoming building works. Despite our specific instructions, they failed to tell their pre-install team, and they installed the external box right in the way of our pre-planned construction work. This is now causing us delays as it is right in the way our building works. When I contacted the pre-install team to inform them of the situation, I was told they could not do much about it. They would try to contact the subcontractors, and my best option would be to try to catch them when they next visit. Hopefully, someone at VM will be able to investigate this and look into it as an urgent matter.
