Forum Discussion

akela1984's avatar
akela1984
Joining in
2 years ago

URGENT: I dont't have a Virgin Media box inside the house

We moved into our new house yesterday. Our previous broadband provider was BT; however, we had to switch to VM as BT offered very low speed in the new house's area. We ordered the internet on Black Friday as it was a great deal with a start date of 15th January. We received the keys yesterday (12th January), and finally, I had the chance to look inside the house as well.

Outside, there is an old box that looks similar to the VM box, but it says "Telewest Broadband" on it. I assume this is Virgin.

However, we don't have the usual white box inside with the coax plugins. Inside the house, exactly where that box is outside (on the other side), there is a TV wall socket. Is this socket the one I have to plug the router into, which comes with the quick start kit, or do I need to ask Virgin to sort this out for me?

🏡📶🔌 Your guidance on this matter would be greatly appreciated!

  • Matthew_ML's avatar
    Matthew_ML
    2 years ago

    Hey akela1984, thank you for reaching out and a warm welcome to the community I am sorry to hear this.

    As mentioned the brown box is ours the inside one if you can try it and let us know ASAP we can take it from there, is there any others at all? 

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    2 years ago

    It's difficult to tell from the picture whether that is a TV socket as labelled, or a VM socket that you say is directly behind the outside box.  They are both coaxial but different sizes and the picture isn't clear enough to tell. It's certainly not a normal VM indoor box or plate - they are all white.

    Can you try fitting a standard TV plug? If that fits it will rule out a VM connection and you will need to call for a manned installation on 0800 052 1734. 

  • -tony-'s avatar
    -tony-
    Alessandro Volta
    2 years ago

    there may not be an internal box just cables with F connector ends - the external box looks to have an input from the cabinet and 2 outputs - follow the 2 outputs and see if you can find the other end - that may be all you need - however regardless of that if you want an internal box then book a manned install

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    2 years ago

    I just noticed that you booked a Black Friday deal.

    Be careful when you get your first bill, because there have been cases reported on here when people have been charged differently to what they signed up for and told that deal was not available. 

  • Jonny-M's avatar
    Jonny-M
    Fibre optic
    2 years ago

    Follow the two black cables that come out the top of that splitter in the brown box, see where they go.

  • Matthew_ML's avatar
    Matthew_ML
    Forum Team
    2 years ago

    Hey akela1984, thank you for reaching out and a warm welcome to the community I am sorry to hear this.

    As mentioned the brown box is ours the inside one if you can try it and let us know ASAP we can take it from there, is there any others at all? 

    • akela1984's avatar
      akela1984
      Joining in
      2 years ago

      No other at all, except for the BT box. The Quickstart kit arrives today; I will try to plug it into the socket labeled 'TV.' It might be that the previous owner changed the VM white box to this one?! If that's not the case, then I will need VM to install a new box inside

      • Paul_DN's avatar
        Paul_DN
        Forum Team
        2 years ago

        Hi akela1984,

        Thank you for reaching out to us in our community and welcome both here and to Virgin Media, I was able to locate you on our system with the details we have for you, were you able to get our services set up?

        Regards

        Paul.