Forum Discussion

Suzie666's avatar
Suzie666
Joining in
9 months ago
Solved

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

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

 

    • Suzie666's avatar
      Suzie666
      Joining in
      9 months ago

      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's avatar
    Roger_Gooner
    Alessandro Volta
    9 months ago

    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's avatar
    Client62
    Alessandro Volta
    9 months ago

    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.