Engineer left a longer cable, but no internet with it

[RicoMcFunk]

Hello, I’d be really grateful for some help please.

we just got virgin broadband installed, with the cable coming in through our bedroom wall and connecting to the hub in the bedroom. Everything works fine.

The engineer left us a much longer cable so I could put the hub in a different room, but when I connect from the wall box to the hub using this longer cable I get a message on the hub settings saying registration failure and a red light on the hub. Sometimes it says no rf signal detected instead.

when I connect with the shorter cable it works fine again

Thank you 

[jb66]

Have a look inside the connectors on the long cable to make sure there aren't any scraps of metal in it. Otherwise the longer cable may be faulty

[RicoMcFunk]

Thanks that’s really helpful

do you know if there’s a quicker way than phoning to get a replacement long cable? I’m guessing since I asked for it and the engineer specifically left it for me to use, it should be covered as part of the original installation, and no extra fee?

Or would it be easier to just buy a replacement cable myself? Is it just standard cable like in b and q?

 Thanks again

[jbrennand · Accepted solution]

No dont get any third party cable it is actually against the T&C's as they often introduce "noise" into the network (my daughters did !!).

You have 14 days from activation to cancel without incurring costs. (you should have been left a form with instructions on how to do that - only 2 ways - phone or in writing).

Call in and say you want to cancel unless the Tech returns next day and connects your Hub up where you want it and tests its working.

VM staff respond on here but it can take a couple of days

[RicoMcFunk]

Thank you that is very helpful

[Akua_A]

Hi @RicoMcFunk,

Welcome back to our community forums.

Sorry to hear about your faulty cable issue and we want to do our best to help. I have been able to access your account issue using forums details and I can see you recently contacted our team regarding this. Has the issue been resolved with our team? Do you need any further help?

Thanks,