I've just had our Virgin Media wifi hub delivered today, but unfortunately due to a fault with the interior/exterior wall socket (from a previous owner) and I am unable to connect it.
Interior The cables supplied with the hub don't match this wall socket so I cannot connect with your cables provided.... I asked one of your employees Jess last week if I could connect to this which she confirmed. It doesn't say Virgin anywhere on this and sadly, which I understand is an easy mistake to make, the cables provided do not fit properly. We used an older cable left with the flat which seems to fit the connection into the hub but after an hour, theres still no connection to the fibre service (flashing green). I disconnected this, and the hub is still flashing green meaning nothing was coming through (I imagine?)
It said on your site when making the order that we won't need an engineer hence the Quick Start but we desperately do, I went down to try and find the exterior wall socket but it seems to be badly damaged...
How can I get in touch to book an appointment with an engineer? We are working from home and very much need to get connected asap. Unfortunately I'd rather avoid paying for this service, as we checked with your employee and was given the green light to go forward without needing an engineer, it seems unfair to have to pay for the engineer service.
I hope the photos help, please get back to me asap, thanks very much.