Were you sent a quick start pack or are you just wanting to "join"? If you were sent a quick start then VM believe your location is serviced. Has someone removed the internal wiring/boxes. Do you have an external box on the outer wall with the cables coming in and out from?
Call it in on 150 (VM Phone) or 0345 454 1111 or (any other phone). Calling at 08.00 midweek -- is the best time - although people are still reporting getting through fine at other times with no long waits. Took 20’ for me recently.
You can also text them on 07533 051809 include account name/number and what the issue is – replies may take longer
A VM person should pick this up here and respond, but it can take several days for them to get here.
-------------------- John --------------------
I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.