Forum Discussion

smush's avatar
smush
On our wavelength
4 hours ago

Due to be connected Thursday phone system not recognising customer number

I signed up for VM broadband a couple weeks back with a request date of 23/10/25 It is a self install but I've not received the kit yet is this normal? I also need to request a longer coax cable as the location my router goes is about 5m away from the internal VM connection box but when I try to call to sort this out it asks for my customer number but it isn't recognised so I assume this is because I've not been added to the system yet? If so how else do I contact them to request this longer coax cable as I'm hoping ti can be sent at the same time as the router which as I say I've not been sent yet.

I've signed in online / made an account but its saying 

Sorry, you can’t access this page

You don't have a Virgin Media account linked to your Virgin Media O2 ID right now. Tap the button below to link your account.

If you don't want to link your account now, go to your Virgin Media O2 ID and Security settings.

2 Replies

  • Roger_Gooner's avatar
    Roger_Gooner
    Alessandro Volta
    3 hours ago

    The VM QuickStart kit does not include cabling for requirements such as yours so, as advised, call and ask for a manned installation. It's free as it's mandatory (VM does charge as this will encourage DIY cable extensions).

  • newapollo's avatar
    newapollo
    Very Insightful Person
    4 hours ago

    You should call the pre-installs team on 0800 052 1734 and ask them what's happening with delivery and also advise them about your cabling needs. It may necessitate a manned install.

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

    (It can take a couple of days for a member of the forum team to pick up your post)