Change to manned installation

[LouiseThorpe]

Good Afternoon,

I have received  the start up kit but do not have a virgin port to connect the hub to inside. 

I thought that when i was ordering - Virgin would know if i had the Virgin port installed. 

Where can i book an engineer to come out to help install the hub please? I work from home and my BT services are due to stop mid month so need to get this in as soon as possible.

Thanks

[newapollo · Accepted solution]

Hi @LouiseThorpe 

You should call the pre-installs team on 0800 052 1734

They are open  8:00am to 9:00pm  Monday to Friday, and 8:00am to 6:00pm Saturday and Sunday

[nodrogd]

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@LouiseThorpe wrote:

Good Afternoon,

I have received  the start up kit but do not have a virgin port to connect the hub to inside. 

I thought that when i was ordering - Virgin would know if i had the Virgin port installed. 

Where can i book an engineer to come out to help install the hub please? I work from home and my BT services are due to stop mid month so need to get this in as soon as possible.

Thanks

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As far as Virgin are concerned there was previously a customer at the address. What they cannot tell is whether that customer or any other subsequent occupant of the property then decided to remove the sockets & wiring that Virgin installed to service the property.

I would take a look outside & make sure the drop box & cabinet drop line are still in place, as if these have also been removed then Virgin may have to bring in third party cable pull contractors to complete the installation, which usually entails further delays.