Sounds like the activation hasn't happened.
Reboot the equipment and if it failed then you need to phone to get your box activated. 0800 953 9500.
You will need the box serial number, and your account and area number.
--------------------
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. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.