on 28-04-2022 10:02
I am new costumer and I have received my virgin media hub. After opening a box I find a cable that need to be plug into wall socket for broadband which has round end. Unfortunately I have at home wall socket (currently plug in with old broadband provider) with different entry, looks like the one that it's on ethernet cable. Do I need any adapter for cable or different cable?
on 28-04-2022 10:51
post some photos
not all installs have an internal box
start outside and look for the external wall box - 6" square ish usually on wall facing road or pavement - brown or grey usually - follow any cables that come from it and go inside - if there are non look inside opposite external box as they may just have drilled through wall - as said it may just be a cable rather than an internal wall box
if you find a cable you need one of these to attach the cable that came with the quick start kit
https://www.diy.com/departments/tristar-data-cable-coupler/571706_BQ.prd
on 29-04-2022 10:38
I couldn't find any box outside my flat. That are all wall sockets at my place. First one is the one that my old broadband is connected. Second and third is same socket, but cable looks open, no end on it.
on 29-04-2022 12:29
ok - top left is telephone - probably openreach if you had internet rom it - top right - generic aerial connection - bottom left again aerial cable
bottom right looks like earlier cable network - the larger of the 2 boxes is what we need to look at - one or 2 screw connectors protruding from the bottom - might have a screw cap on it - remove that if there is and connect cable that came from VM and see what you get - if it has 2 connectors one should work - so connect and ring activation line - 0800 953 9500
on 29-04-2022 21:27
On big box says "CableTel" and after unscrewing it, it's empty inside.
on 30-04-2022 00:42
Cable has been cut by the look of it call 0800 052 1734 to get a technician’s visit
on 30-04-2022 12:12
Thank you both for answers, I will make a call for technical support.
on 02-05-2022 12:58
Hi @KrystynaG,
Welcome to our community forums and thank you for your first posts.
Sorry to hear you have had issues with your self install. We can understand this is not ideal.
I have been unable to find your service on our system. Just to confirm, have you been able to reach our team regarding this? Have you got an appointment booked for this? Do you need any further help?
Please get back in contact with us and let us know if you need any further help.
Thanks,