Virgin Media Community

[jo_sier]

Hi

I received my VM set yesterday with a modem and a tv box but I can't connect it. The house I recently bought has an old NTL outlet with one cable (port) coming out. The head of the port is the same as the one in the adapter so they don't fit and I'm unable to plug it in.

Will I need to get a technician to come down and install a new outlet or is there anything else I can do?

I've been trying to get a hold of VM for hours but no response which is very disappointing. Attaching photos of the NTL port and adapter. Thanks in advance!

[nodrogd]

You cannot connect up as the previous occupier has removed the safety isolator from the wall box that you need to plug into.

Forum staff here may be able to arrange the required visit. Wait a while & one should respond.

[JOE-C · Accepted solution]

Hi, your are missing the isolator and cover plate on your wall outlet, this is why your unable to connect them. You will need an engineer to visit to fit you a new cover plate.

Unfortunately I'm personally not able to schedule engineer visits so you would need to contact customer services or hang on here to see if someone is able to arrange this for you 

Thanks Joe. 

[John_GS]

Hi @jo_sier

Thanks for posting and welcome to the community.

This will indeed need a tech to visit, have you spoke to the team since posting? The reason I ask, I am unable to locate your details via the forum information provided. Please let me know if you need further help.

Kind regards,

[jo_sier]

Thanks John.

I managed to get some booked for next Thursday so hopefully I’ll get that sorted then.

[Kath_F]

Hi jo-sier, 

Thanks for coming back to us on this and letting us know you've managed to get someone booked in. 

Please don't forget to pop an update letting us know how the visit goes. 

Take care,