Can't re-connect to Virgin internet service

Frances63 · 12 July 2009 at 11:43PM

Hi all,

My boyfriend has been using a dial-up service with Virgin (ex Blue Yonder?) for the internet. He pays Virgin £30 a month for phone and internet. It is not the new fibre-optic cable service in his area, just the old analogue cable.

He has no BT land-line the telephone wire was taken down when they changed to cable, (apparently it would cost £120 to reconnect it?)).

He would like broadband, but Virgin have told him that's not possible without a BT landline. So he's stuck with dial-up.

The problem is his computer has just been repaired (new hard-drive) and he cannot now re-connect to his dial-up service as he needs some code (connected to his now defunct old blue-yonder email account) which neither he nor Virgin have a record of.

Virgin don't seem to be able to help him despite 4 hours of going round in circles on the phone.

Can they not just give him a new code?

Failing that he has a monthly contract with Sky for TV (satellite dish), will he be able to connect to the internet via Sky?

Any help would be very much appreciated, he's a the end of his tether with it all!

donnac2558 · 13 July 2009 at 9:56AM

You need a BT line for Sky BB.

Frances63 · 13 July 2009 at 1:41PM

Oh dear. Is there any way one can get broadband without a BT land-line or the new digital fibre-optic cable?

dave_dph · 13 July 2009 at 8:16PM

Frances63 wrote: »

The problem is his computer has just been repaired (new hard-drive) and he cannot now re-connect to his dial-up service as he needs some code (connected to his now defunct old blue-yonder email account) which neither he nor Virgin have a record of.

I'm not sure what you mean by code. In order to create a new dial up connection he would just need his virginmedia (blueyonder) username and password - both of these can be sent to him if he calls technical support.

Once he has the username and password there is a step by step guide on virgin's website explaining how to set up a new dial up connection. It's straight forward but he will need his username and password before he can do anything.

Frances63 · 13 July 2009 at 9:19PM

Thanks Dave, I guess it must be the password he meant. I'm not sure. But he hasn't used his Blue Yonder email account for years & I think it was cancelled (it was a joint one with his ex-wife - way before my time!). Virgin tried to find the email address but they couldn't find it, so I guess it doesn't exist any more.

(It's just one dead end after another!). You would have thought they could just set up a new one if that one is cancelled, but Virgin say they can't do that. (?)

debsy42 · 13 July 2009 at 9:31PM

Have a look here I think part of the problem may be that as Telewest merged with ntl and then became Virgin some info may have been lost in the process. Maybe see if he can just resign up with a new account which would be new username and password on this dedicated number, I think "normal" customer services may not really know much about dialup so that's why they may not have been more helpful.

Also this page helps with setting up the connection on the pc

Frances63 · 13 July 2009 at 10:26PM

Thanks Debsy42, that's really helpful. We'll try again tomorrow.

dave_dph · 14 July 2009 at 7:13AM

Don't worry about the email address and don't mention it when you phone tech support. Just ask them to send the username and password through the post.

Once he has these he can log into self care and create an email address, alternatively he could create one with googlemail.

Frances63 · 14 July 2009 at 1:03PM

Thank you Dave, he's been using a hotmail account for the last 4/5 years so that's probably what he'll continue with.

I'll tell him not to mention the blue yonder address, as you say, I think that was throwing things off course.

Can't re-connect to Virgin internet service

Comments

Confirm your email address to Create Threads and Reply

🚀 Getting Started

Categories

Is this how you want to be seen?

Get our FREE Weekly email full of deals & guides - and it’s spam-free