Coaxial splitter does not have room for my cable

[KlimentPaskalev]

I got a self installation pack yesterday, and all went well up to the point where I was waiting and waiting for more than an hour for the Hub to start working.

I even got the texts that my Hub is activated and all that. I checked for issues in my area, all seemed fine. The green light at the bottom was still flashing. The booklet says that means there might be a disconnected cable.

Long story short, I found outside my house that the coaxial splitter that takes in the Virgin input and splits it out into other flats in my building. My coax cable with a label for my flat was there, the only one that was unplugged. The coax splitter has no free space for my cable so I can't just plug it in.

What should I do?

[jpeg1]

You'll need to call right away for a manned installation.

[KlimentPaskalev]

For some reason when I try to call, when the automated operator asks me to input the digits that match characters of my Virgin account password, it says that it doesn’t match. So I can’t get through. 

I went to my account to check and the password was correct. So Im not sure why it’s not verifying me.

[jpeg1 · Accepted solution]

If you stay on the phone line it should eventually go through to an operator. It you can't get through that way you'll need to wait for an staff member here to pick up this thread. 

[Tudor]

The number to call is not customer services, but  the pre-installs team on 0800 052 1734 8AM- 9PM Monday - Friday or 8AM-6PM Saturday and Sunday

[KlimentPaskalev]

Thanks. I got through to them. I didn't know I could simply wait and pass the automated security check. Helpful!