I ordered broadband (quickstart) to a house that had Virgin before.
The cable in the house did not work. I followed it down the garden to a tree stump, pulled out the tree stump, and found the connection from the pavement underneath. (broken - the cable from the house had pulled out of the connector)
Plugging the modem into the cable from the pavement worked fine (mains extension lead) so I bought a 25 metre 75 ohm RG59 extension for now and the superhub 3 is now indoors and working ok as far as I can see: (and runs at 100 down / 6 up which is the package I have)
I need a cable to the house though. Who do I call / what do I say to make this happen please? 🙂
Rather surprisingly, those levels are pretty decent and wouldn't cause issues on their own.
Phone support/live chat won't understand your issue, so you'll likely have to wait for the chaps on here to pick up your post and then get an engineer out. They'll dig a channel through the garden and then install some shielded RG6/RG11 (depending on length) upto the house wall. Home installs can be dodgy, as any improperly terminated connections can cause interference on the local network (i.e. your neighbours might suffer) 🙂