Adaptor for old wall box?

[ESJSmith]

Switched to Virgin from another provider, was told I was eligible for self install. When connecting, the cable looks like this 

 but my old one always connected to this box 

 this is the first time that we've had a cable that looks like the first one and never had issues before. 

They can't send a tech out for 10 days and my husband works from home... 

Is there an adapter I can use in the meantime to connect the WiFi?? 

Can't believe this wasn't checked when I signed up..? Angry tbh. 

[goslow · Accepted solution]

VM does not use a phone line/socket for its services. It uses its own cable/infrastructure usually via coax cable. You should be looking for a much thicker coaxial cable/connector (similar to a satellite or TV cable) and/or wall box. See below for a default cut/paste set of info for 'missing socket' questions on here.

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#M23...

https://community.virginmedia.com/t5/QuickStart-set-up-and/First-installation-and-flashing-green-lig...

https://community.virginmedia.com/t5/QuickStart-set-up-and/No-wall-socket/td-p/5395897

https://community.virginmedia.com/t5/QuickStart-set-up-and/No-virgin-media-wall-socket/m-p/5395697#M...

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, Homebase, 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.

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.

[Client62]

What is the point of this gripe ?

When you placed the order it must have been quite obvious a Virgin Media socket was not present.

[jpeg1]

That's uncalled for Client62. 

Not everyone comes to VM knowing that they use a different cable, and the sales staff don't warn them. 

[Roger_Gooner]

If you cannot self-install call VM for a manned installation which will be free.

[vmrunreliable]

Obvious to who? Someone who spends most of their time unsuccessfully guessing at solutions to other people's broadband issues. 

[ESJSmith]

I didn't know they used a different cable. Not my place to know as we've used about 4 different companies and they've all used the same sockets as each other. Surely it's virgins place to check. They told me I had access to their network but I didn't. 

[ESJSmith]

It's all sorted now thanks. Someone came out sooner than they initially said 

[Vikki_M]

Hi ESJSmith

We are very sorry for any inconvenience that may have been caused by this.

We're happy to hear this is now resolved and the engineer has been able to install the kit. 

We do hope you are enjoying our services 🙂

If you have any further questions, please pop back to us here and we would be happy to help.