Forum Discussion

Karen248's avatar
Karen248
Joining in
11 months ago
Solved

New to virgin broadband

My modem / hub arrived today. Started setting it up & the next step was to "plug it into the box on the wall" 🤔 what box on the wall??? I rang customer services & she made me an appointment for an engineer to fit the box. Am I missing something? Why wasn't this organised when I ordered broadband? Has she misunderstood me on the phone? I'm sooo confused 😵💫

  • QuickStart kits are sent out if the property had VM before. It may just be a cable without a wall box. If none of this exists then a manned install is needed. The previous tenants may have removed them?

  • Adduxi's avatar
    Adduxi
    Very Insightful Person

    QuickStart kits are sent out if the property had VM before. It may just be a cable without a wall box. If none of this exists then a manned install is needed. The previous tenants may have removed them?

    • Karen248's avatar
      Karen248
      Joining in

      I've lived here over 10yrs & was here when the roads were dug up to put virgin in. There's never been a box on the wall for virgin. I thought they would've known this when I ordered it but thanks for your info. At least I know now that customer services knew what I was talking about & I haven't misunderstood anything. You've been a big help 👍🏼

  • jpeg1's avatar
    jpeg1
    Alessandro Volta

    If there's never been a box on the wall, is there a Virginmedia cable from the road? If not, that will need to be installed first. 

      • gilbo2's avatar
        gilbo2
        Dialled in

        Karen248 wrote:

        Yes the cable was laid a few years ago


        Can you see where the cable goes into the house and trace it from there?

  • jpeg1's avatar
    jpeg1
    Alessandro Volta

    If the cable to the house is already installed then it should be a simple job for the technician to finish.