Forum Discussion

Kfone's avatar
Kfone
Joining in
9 months ago

WiFi not working after setting it up 5 hours ago

Hi all , I’m a new house owner and when I called up virgin to get wifi , they said that there’s no need for an engineer to come as Virgin has been previously installed before , so they sent the quick start up kit , I’ve had a look around the house for the port and the only one it could possibly fit into is the port I have pictured below as the rest don’t fit , as the wifi still isn’t working and it’s constantly flashing green , I think it’s not the right port , unless it’s a problem virgins end ? But I have called them and they said they have connected their end and I have turned the box on and off many times haha . So I’m abit stuck . I work from home , so I need the wifi 🥲🥲🥲 just for reference, I set it all up around 5 hrs ago and I have the Hub 3 

Quick start up kit
  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    9 months ago

    Looks like the right box, however it could be disconnected elsewhere, in the street cabinet for example.  Sounds like a manned installation is needed. 

  • legacy1's avatar
    legacy1
    Alessandro Volta
    9 months ago

    Looks like someone disconnected the cable coming out the wall from the isolator in that box you connected.

    Can you unscrew the box and connect the cable to the isolator thats in the box?

    • Kfone's avatar
      Kfone
      Joining in
      9 months ago

      I’ll give that a go and see if anything changes , Thankyou 

      • jbrennand's avatar
        jbrennand
        Very Insightful Person
        9 months ago

        If not...

        Call the Pre-installation and delivery team on 0800 052 1734 and book a Tech install open  8:00am to 9:00pm  Monday to Friday, and 8:00am to 6:00pm Saturday and Sunday

  • -tony-'s avatar
    -tony-
    Alessandro Volta
    9 months ago

    how the hell do CS know its connected and ok at their end - complete rubbish - they cannot test anything until its connected to the hub - and the help so far other than saying that wall bo looks ok is poor - sorry all but it is

    so -

    have you rung the activation line - if not then do that - 0800 953 9500 even if you have do it again

    if that does not help before you take the box to bits which can be difficult try connecting the cable coming out of the wall to the hub - if it works then you can look at removing the front of the box or by passing it and connect the supplied cable to the one through the wall with a barrel connector

    if non of that works search for other wall boxes - to do that start outside looking for the wall box and trace cables coming in




  • John_GS's avatar
    John_GS
    Forum Team
    9 months ago

    Hi Kfone 

    Thanks for posting and welcome to both Virgin Media and indeed the community.

    Sorry for the confusion over the install - have you got this sorted since the weekend? Kindly let us know if not and we'll be happy to assist 🙂

    Best wishes.