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Hub not recognised. Need engineer

Joining in

New self installation. Hub flashes green. App says hub not recognised. How do I book an engineer to come and check the Vrigin Media socket? Been trying for a week to speak to someone!




Very Insightful Person
Very Insightful Person

Sounds like the Hub is not activated properly on your account.

First, call the equipment activation number on - 0800 953 9500 (follow options) and check with them. You will need the Model numbers, serial numbers/MAC addresses off the barcode stickers of ALL pieces of kit and also your account number - then get them to make sure it is activated.

If no joy there - call the Pre-installation and delivery team on 0800 052 1734 and book a Tech install


I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

Forum Team
Forum Team

Hello Reen


Thank you for taking the time to post in regards to your recent installation and problems with your Hub, we understand the confusion and concern this can cause.


We can see you have spoken to the team since posting, we're the team able to offer any advice or next steps to resolve this issue for you?


Let us know if you need further help.