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Matt9000's avatar
Matt9000
Tuning in
22 days ago
Solved

Missing power adaptor for ONU box

I recently ordered VM and have the hub delivered today.

I have an optical outlet in the wall that goes to the ONU box which then connects to the hub with the supplied coax cable.

i am missing the power supply for the white ONU box, and not sure what spec the replacement one should be?

I have also had to order a new fiber optic cable from the outlet to the ONU box.

hopefully this will allow me to get started once I have all these.

thanks

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  • goslow's avatar
    goslow
    20 days ago

    VM should supply all the equipment you need for the connection. You should not have to source any equipment yourself to complete the setup.

    In past 'missing parts' topics on here, it has sometimes been quicker/better to book a technician installation to complete the installation rather than trying to source the missing parts. Some of those past exchanges on here have gone on for a long time with VM sending out the wrong items.

    If your Quick Start has failed (because of VM) you should not have to pay for a tech visit and you should also be entitled to compensation which VM classes as a fault for a failed Quick Start so the higher day rate of compo applies (£9.98 per day after the payment trigger time has passed)

    https://www.virginmedia.com/help/billing-and-payments/automatic-compensation

     

6 Replies

    • Vikki_M's avatar
      Vikki_M
      Icon for Forum Team rankForum Team
      20 days ago

      Hi Matt9000,

      Thanks for your post and welcome to our community.

      We're sorry to hear you've been unable to connect the equipment. 

      Just to clarify for us please, the white box on the left in the photo, does this have our logo on? or is this a third party box?

      Is the wall socket missing the silver connector?

      Please pop back to us when you can. 

      • Matt9000's avatar
        Matt9000
        Tuning in
        12 days ago

        I can’t see a Virgin logo on the left hand box but presumably they installed it for the previous owner of the house as it goes to the brown external Vm box. 

  • goslow's avatar
    goslow
    Alessandro Volta
    20 days ago

    VM should supply all the equipment you need for the connection. You should not have to source any equipment yourself to complete the setup.

    In past 'missing parts' topics on here, it has sometimes been quicker/better to book a technician installation to complete the installation rather than trying to source the missing parts. Some of those past exchanges on here have gone on for a long time with VM sending out the wrong items.

    If your Quick Start has failed (because of VM) you should not have to pay for a tech visit and you should also be entitled to compensation which VM classes as a fault for a failed Quick Start so the higher day rate of compo applies (£9.98 per day after the payment trigger time has passed)

    https://www.virginmedia.com/help/billing-and-payments/automatic-compensation

     

  • Matt9000's avatar
    Matt9000
    Tuning in
    12 days ago

    I had to buy my own optical cable and borrrow the power supply from a smart meter display. So it’s working now but I’m down a power supply and £5 for a cable.