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Help engineer needed

Hi ,
I have purchased VM fibre broadband last week and the quick start box has arrived. I connected this all up however I have no internet. I don’t have the white virgin media box installed on the inside of the house all I do have is a brown box on the outside with a wire coming in to the room. I have spoken to an I.t engineer and he has come to see it and says Virgin need to come to install the white power box. Over the last few days I have called 7 times and been on hold for 50 minutes each and then got disconnected. I cannot get through to book a engineer via chat or telephone. Please help as I’m paying for a service which I don’t have.

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