Just got my hub this evening

[StuL]

It comes with an "isolator cable" which the quick start guide tells me to plug into the wall box. 

My wall box has a standard BT connector, not a circular screw on metallic connector. 

I don't have any wall box in my house with a suitable connector for the cable they have supplied (I have lived here 12 years and renovated the whole house - I'd know if there was a wall box like this). 

Have Virgin sent me the wrong equipment? 

[jbrennand · Accepted solution]

The BT box is likely to be the old Telephone socket and thus of no relevance for VM connectivity.

If you were sent a quick start kit, then VM know that there has been a connection at the property address sometime in the past.

So, on the outside of the house, is there (or was there) a brown or white omnibox fitted to the wall being fed by a cable coming from underground? And also a wire coming out of it and entering the property through a wall - usually drilled through the wall. Any internal wall box would be on the interior side of that point - or perhaps just a loose cable.

Or did you or a previous occupant remove all of that ?

In that case - you are going to have to switch it to a Tech install - call the Pre-installation and delivery team on.. 0800 052 1734. - they may have more info re your address and can arrange a Tech install

[StuL]

Thanks for your helpful answer. 

There's no brown or white box on the wall of the house. There were some loose wires (which looked like phone line) coming out the ground when we moved in, so probably the previous owner removed this. 

I think a full install probably isn't going to work for me. So off to look for other providers. 

[jbrennand]

If the cable is still there - it should be a simple job to fit a new omnibox and get you connected.

[Tudor]

Phone the pre-installs team on 0800 052 1734 8AM- 9PM Monday - Friday or 8AM-6PM Saturday and Sunday]