Welcome to our forum, thank you for letting us know about the cover. Normally we do not send the cover out but book an engineer to make sure everything is okay. We will happily arrange one for you, I will send you a forum private message to arrange an appointment.
Please can you help further? The engineer says that there was no connection of my service and to connect our house to the network in the nearby green box. Are you able to ensure that I am not charged for this visit and also considering I took this Virgin Media subscription at the beginning of December 2016 I have not been able to use this service until now due to it not being connected, so therefor I feel that I should not be charged for the first month of my subscription.