VM connect app keeps asking 'are you at home?' when attempting to use home scan
I recently installed VM broadband and TV, and I can connect to the router (hub 5) with my phone and the VM stream box, but he VM connect app keeps asking 'are you at home?' whenever I attempt to use the home scan function - although I am already connected to the hub. I have tried rebooting the router and reinstalling the app but it makes no difference. I have also used different devices (iphone and ipad) but it is still the same. I'm not running any VPNs. I have already seen that at least one other person on this community is having this same problem. Can someone from CS please respond?Houses in our postcode have Virgin but not our property
Hi, I've seen a couple of similar posts regarding this but the new build property we're moving into doesn't have a BT line and the address is not showing up on the virgin address lookup. Other properties that have our postcode show up on the lookup but not ours. We've registered interest for our property but we're due to move in a couple of weeks time so we'd need internet setup for then. Is someone able to assist with getting this address added to the lookup so we can progress next steps. ThanksBroadband
So virgin can issued broadband to the house opersite my front door .. but don’t issue it to my house I think it’s because my adress is on a private road .. I spoke to two engineers outside my property as the box for the coms is outside my house and they both said it would be easy to do it as just run a line up the wall and into the house - I’ve been on the phone to virgin and explained I’ll pay for a engineers time to come to my house and see what is available and what they can do and she said she asked the question but because my adress isn’t on the the checker they can’t do that - inside the box on the door there was a list of properties and my adress was on there and all the addresses of the private road. What option have I got to get them to to do me broadband I’m currently with sky and because my house is big the WiFi is awful I get 70mpb but most of time I’m using my own 5g because it doesn’t work.New Build Property
I have a new build property that has virgin cabling and is connected to the virgin box, however, Virgin are saying they are unable to provide service to the property. I have spoken to the sales team who have been incredibly unhelpful and keep telling me to register my interest, which I did 7 months ago. The house next door is servicable (existing build). The sales department have said they are unable to connect me to anyone who can help or unable to send an engineer without placing an order, which they can't do as the system says no. There must be a way around this. We have been in this property for 7 months and not getting anywhere!Three Different Installation Dates
I signed for for Virgin on 28 April since then I have had three different install dates my current one on 27 June. I still haven't had any comformation to say that the external works have been completed and I haven't been told why they haven't. Every time I call I'm told it will be done the day before my install date or I get told it will be done today. My current provider disconnected on the 2 July so I could end up with no broadband in which I will just cancel my order and go to another provider. I also Haven't received any compensation for the changed dates. When/If my service gets installed I am still exspected to pay an activation fee which I dont't see why I should when my install date has been changed so many times and I have nearly been waiting two months for the install.Can't join VM as address doesn't appear
Tldr: just moved into a house and I can't get VM as the address doesn't appear online & when calling they also said there is no service to that property. Every other house on the street has VM and upon moving in...there's a VM point on the house... Welcome any advice. Thanks3 Months since road dug up
Been 3 months since Virgin (Nexfibre) dug up along our road and installed Access Points infront of each house but still lacking and availability. Yesterday had spoken to chat and had the most confusing chat imaginable from saying it available to available soon.(see picture attached). Id like to find out actual information, currently have Openreach expanding to neighboring roads and beginning part of our street and see when they done it live within 2-3 weeks after digging up. Majority of neighbors spoken to are eager for Fibre but at this rate of how Virgin are going most likely they lose out on street to Openreach.Solid Green light
I had my installation completed earlier today. All the techs that came where very good and helpful however they did leave before the Hub before it established any connection. I am still waiting 5 hours later with a solid Green light and no connection. Customer service teams on phone and Live chat have not been overly useful at all. This is all very frustrating following multiple cancelled installation dates. Being misled on the phones already prior to the installation. I am also expecting to receive compensation after I was told this on the phone but unsure what to believe at this point. Ultimately I just want it sorted and running broadband!Nobody came on activation date
Hi, We were due to have an engineer come yesterday to complete the installation of the new broadband but nobody came. I tried calling today but the automated voice asks me for either my Virgin phone number, which we don't have because we ordered broadband only, or my account number. I have checked through all the correspondence with Virgin and I have a Contract Sheet number and a Infor Sheet number but no actual contract number. I've tried these and of course neither of them works so I'm getting nowhere. I'm trying to speak to an actual person or reach somebody who can actually help me. Can anyone help? Is there another number or a chat I can access to sort this out? Thanks!
