Connection through old fibre cable or phone line?

[BM4PM]

I'm in a flat that had Virgin Media. My flatmates moved out and transferred their accounts unt to the new property. I've just opened a new account, and had a Hub 3 delivered.

I believe the new hub should connect to the existing cable (there is nowhere to plug the cable that came with the hub in). But it's shallower than the cable that was with the hub, doesn't go in as far, and it won't connect.

Phone and online help seems to be nonexistent for this. 

[Tudor]

Please post some photos. 

[BM4PM]

the cable that came with the hub (left) and I believe was supplying the previous hub (right)

[nodrogd]

If the cable on the right has it’s other end attached to the wall socket, then just screw the unconnected end into the back of the hub.

[BM4PM]

It does, I have, and that's the light I'm getting. But no connection. 

[BM4PM]

Why has this been marked as solved? 

I've plugged the old cable in and not getting anything from it. 

[nodrogd]

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@BM4PM wrote:

Why has this been marked as solved? 

I've plugged the old cable in and not getting anything from it. 

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You marked something as a helpful answer.

Your hub has connected successfully to the network, but if the green arrows are flashing it has not been activated. You will need to ring the activation number that should be in the quick start pack.

[newapollo]

Hi @BM4PM 

It's possible that your internet is now all set  up and working but was affected by a major VM outage which occured yesterday

If still not connected call the activation line 0800 953 9500 to activate the hub. Have your account and area number handy, and the hub serial number

[Zach_R]

Hi @BM4PM,

Thank you for your posts and welcome to our community forums. We're here to help.

I'm sorry to hear that you've had a bit of trouble with the set up of your equipment. Did you call the activation number that's been provided in this thread?

Let us know if you still need some help with this.

Thanks,