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Installation not working

Just joined

Trying to set up hub in new home. The previous owners appear to have tampered with the Ethernet cable. How do we resolve? Installation not working assume this may be contributing 



Alessandro Volta

Your picture seems to be showing a phone cable, which won't be any use for VM broadband. Refer to links below.

Have you checked to make sure there is no other kind of connection? Sometimes there is no wall box, just a trailing cable. The cable could be hidden within, or behind, furniture. Occasionally only a very short stub of wire is left behind often hidden within a blanked-off fitting. A couple of past examples are in the images below

A wall box may be branded with the logos of an old cable TV company (not VM). Past occupiers of your property may have removed the cable and sometimes they are removed by other installers, such as satellite TV techs.

If you have a cable/plug trailing from the wall, you may need a coupler adapter to join two plugs together

Also available from the likes of Screwfix, Homebase, Toolstation etc.

If you have a plastic omnibox outside on the wall (where the VM cable comes in from the street) see if you can trace any wires from that into your home.

If no luck, call the pre-installation and delivery team on 0800 052 1734 explain the problem and request a tech visit to install a socket.


Leave the "repaired" network cable disconnected for the moment.

Focus on connecting the VM Hub to the wall socket & getting it working for W-Fi and direct connected laptops.

Forum Team
Forum Team

Hey there @GOODSHELLS, thanks for reaching out to us and a warm welcome to the Virgin Media Community forums.

I'm sorry to see the issues with the network cable.
This won't be needed for the installation set up as the hub doesn't need an ethernet cable plugged in.

You'll only need one plugged in if you'd like your devices to be connected via an ethernet connection directly.

Kind regards,

Forum Team

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