Don’t have the right wall socket

[ellamclean]

I’m and trying to set up my quick start virgin package but the cables provided don’t match the wall socket. Can I get an adapter or do I need an engineer to come out and fit a new socket? Picture included of current setup and what the cable virgin provided. 

Finding it hard to talk to a real person on the phone or find info online. Thanks

 

 

[newapollo]

Hi @ellamclean 

VM only send out the QuickStart pack if the premises previously had VM.

The previous occupiers may have removed the VM box and cables.  The internal boxes may have the NTL or Telewest insignia on instead of VM , if so they are names of the original cable telco's and should work.

There should be an external omnibox, often brown or gray, If there is then try tracing the cable/s from it to see if there is an actual internal connection point..

If all that fails then call the pre-installs team on 0800 052 1734 and asked for a manned installation.

They are open  8:00am to 9:00pm  Monday to Friday, and 8:00am to 6:00pm Saturday and Sunday

[Ilyas_Y]

Hey there @ellamclean Thanks for reaching out to us and a warm welcome to the Virgin Media Community forums. 👋🏼

I'm sorry to see the issues with the installation. 😢
That socket is a BT Openreach socket and will not work with the VM services.

You will have a Telewest / NTL / Virgin Media socket for the services to be placed in - if not, let us know and we'll arrange this to be done.

Kind regards,
Ilyas.