Forum Discussion

dancam129's avatar
dancam129
Joining in
11 months ago

New Customer - Suspected Damaged omnibox

I have followed the instructions for QuickStart, the WiFi light is solid green and the Internet light is flashing green. This has been happening for around two hours

I’ve been to check the brown Omnibox case, and the lid has come off and cannot be reattached. The wires are exposed and one of the wires has even been cut by a previous owner, leading me to believe this is the cause of the issue.

I need a technician to come and help with the setup and to fix the omnibox 

Thanks 

7 Replies

  • goslow's avatar
    goslow
    Alessandro Volta

    Call the pre-installation and delivery team on 0800 052 1734. You may need to activate the hub. If the coax cable to the hub has been cut though you will need to request a tech visit to repair it.

    If you post up a photo of the omnibox you may get some help on here to identify the cables. Sometimes old phone cables in the box are not in use.

    • dancam129's avatar
      dancam129
      Joining in

      Thank you for replying so quickly, I will ring them today. I’ve also uploaded a photo of the box.

  • here is a photo of the inside of the box, maybe it’s not been cut but pulled out 

  • goslow's avatar
    goslow
    Alessandro Volta

    The incoming cable is the one rising upwards from ground level going into the 'IN' connector on the splitter. That looks OK.

    If you are connecting to the white cable going through the wall you should get a connection and may need to activate the hub. The thin white cable (with multi-coloured cores) is an old phone line and would not be used for a new VM installation.

    If your connection comes from the cut black cable (it looks like the cut end might be just going out of shot diagonally across the bottom LHS of your photo) then you need a VM tech to repair or replace the cable.

    • dancam129's avatar
      dancam129
      Joining in

      I’ve been on the phone to VM and they said once the account is activated the connection will be established, unfortunately that wasn’t the case and I still had a flashing green light 

      Once my account was activated (they didn’t even have my account number on files), I was able to run diagnostics through the app and it informed me that they need to send someone out, so I’ve managed to book a technician that way. Thanks for your help.

      • Matthew_ML's avatar
        Matthew_ML
        Icon for Forum Team rankForum Team

        Glad to hear an engineer has been booked dancam129.

        Please do keep us updated on how this goes and a very warm welcome to the community 🙂