Forum Discussion

Totii's avatar
Totii
Tuning in
2 months ago

Help setting up with old telewest box

Hi 👋  I've just received my setup parcel from virgin, however I've run into a few problems. This flat has an old telewest box and three different connector cables in different parts of the room. I'...
  • Adduxi's avatar
    Adduxi
    2 months ago

    No they don't screw in all the way.  As for no internet, the cable may be disconnected in the street cabinet.  If you check the Status tab of the Hub's admin console, the "Provisioning State" will show if the Hub is offline or online.  It may be you will need a manned install to sort this out, and yes, they should cap the open ends of any cables or remove the redundant cables if they are not needed.

    Call the pre-installs team on 0800 052 1734 8AM- 9PM Monday - Friday or 8AM-6PM Saturday and Sunday, and explain your situation.  They should be able to assist with a manned install.

Totii's avatar
Totii
Tuning in
2 months ago

Are they supposed to screw all the way down? I have tightened them as much as as I can without being forceful and there is still a decent gap between the end and the hub. It's also not getting any Internet.

Should I ask for an engineer so sort out the caps?

Adduxi's avatar
Adduxi
Very Insightful Person
2 months ago

No they don't screw in all the way.  As for no internet, the cable may be disconnected in the street cabinet.  If you check the Status tab of the Hub's admin console, the "Provisioning State" will show if the Hub is offline or online.  It may be you will need a manned install to sort this out, and yes, they should cap the open ends of any cables or remove the redundant cables if they are not needed.

Call the pre-installs team on 0800 052 1734 8AM- 9PM Monday - Friday or 8AM-6PM Saturday and Sunday, and explain your situation.  They should be able to assist with a manned install.