TV and Hub in different rooms

I received my Hub 5 and TV360 box today, but I’ve encountered an issue that should have been made clear at the point of purchase.

My Virgin Media connection point and router are located downstairs, while I need the TV box to be set up upstairs. There was no indication during the ordering process that this would be a problem, nor any mention that additional cabling or a technician visit might be required to make this work.

Had I known about these constraints, I would not have proceeded with the order in its current form. I’ve since read that extensions may be possible, but they come with additional steps and costs – something I feel should have been communicated upfront.

This has made for a frustrating start to what should have been a straightforward setup.

I’d appreciate your advice on the best way to resolve this without incurring unexpected charges, and I’d also suggest clearer guidance be provided to future customers during the ordering process.