I'm trying to set up my VM hub (3) but wasn't aware it needed a specific wall socket, which it turns out I don't have (the current one is a BT Openreach one). How do I go about sorting this please? I've been trying for hours to get through to someone (virtual assistant useless, WhatsApp no response, t/c cut out after I'd been on hold for nearly 10 minutes). Any help would be much appreciated!
Standard cut/paste reply to a 'missing socket' topic would be ...
Have you checked to make sure there is no other kind of connection? Sometimes there is no wall box, just a trailing cable. The cable could be hidden within, or behind, furniture. Occasionally only a very short stub of wire is left behind often hidden within a blanked-off fitting. A few examples of the kind of things to look for are in the images below from past topics.
https://community.virginmedia.com/t5/QuickStart-set-up-and/Untidy-installation/m-p/5433266#M239199
https://community.virginmedia.com/t5/QuickStart-set-up-and/Reconfigure-my-setup/m-p/5434572#M239308
https://community.virginmedia.com/t5/QuickStart-set-up-and/Diamond-cable-wall-socket/m-p/5430136#M238904
https://community.virginmedia.com/t5/QuickStart-set-up-and/First-installation-and-flashing-green-light/m-p/5434785#M239339
https://community.virginmedia.com/t5/QuickStart-set-up-and/No-virgin-media-wall-socket/m-p/5395697#M235740
A wall box may be branded with the logos of an old cable TV company (not VM). Past occupiers of your property may have removed the cable and sometimes they are removed by other installers, such as satellite TV techs.
If you have a cable/plug trailing from the wall, you may need a coupler adapter to join two plugs together
https://www.diy.com/departments/slx-coaxial-connector-19mm/5028422001905_BQ.prd
Also available from the likes of Screwfix, Toolstation etc.
If you have a plastic omnibox outside on the wall (where the VM cable comes in from the street) see if you can trace any wires from that into your home. The wall box will look something like these
https://www.ispreview.co.uk/wp-content/gallery/2019-article-illustrations/virgin_media_external_wall_box.jpg
(styles and colours may vary and branding may be non-VM (such as former cable TV companies).
If no luck, call the pre-installation and delivery team on 0800 052 1734 explain the problem and request a tech visit to install a socket.
Hi 12345671
VM only send out the QuickStart pack if the premises previously had VM.
The previous occupiers may have removed the VM box and cables. The internal boxes may have the NTL or Telewest insignia on instead of VM , if so they are names of the original cable telco's and should work.
There should be an external omnibox, often brown or gray, If there is then try tracing the cable/s from it to see if there is an actual internal connection point..
If all that fails then call the pre-installs team on 0800 052 1734 and asked for a manned installation.
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)
Hi 12345671
Welcome to the Community Forums.
Sorry to hear of your concerns with the wall socket.
Checking the systems on our side, I can see that you've since been in touch with the team and have actions in place to resolve this. Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the Community Forums if needed.
