Engineer visited and fitted brown box and nothing else - cant get through and they hung up twice

[Suzie666]

Ordered Virgin Broadband to new build and they were scheduled to come today. They apparently came (without telling us) and fitted a brown box outside. I don't know how to get on to the wifi, there is an Open Reach box merrily flashing away but apparently Virgin don't use a Open Reach box. They left nothing else and did not ring the door.

I have rang twice and spend an hour on the phone. Then they hang up.

Can anyone shed any light on this. We are desperate for wifi as there is no phone signal. If anyone can help we would be eternally grateful

[Roger_Gooner · Accepted solution]

Call back at 8am when lines reopen.

[Suzie666]

I will. Hopefully I will get through to someone who can answer where I am with this. I am right in assuming yhat the engineer should have come with a router and fixed this in the house?

[Roger_Gooner]

It's a 2-stage process: the cable is brought to your property, then a tech attends to do the installation. He'll bring with him the hub and everything else he needs.

[Client62]

For new Install assistance

Call the Pre-installation and delivery team on 0800 052 1734.

VM will get in touch and give you a date for the second part of the work, the engineer needs to come inside at that point to install connections and supply a suitable VM Hub. You need to specify where the VM Hub is to be located.