VM have recently started pre-activating their equipment, and the box should call "home" and be activated within 30 minutes, however sometimes this fails and the advice is to sign into Service status at the top of this page and run a test against the Hub / TV box you are installing. By doing this they will be able to reboot the box or put you in touch with the right team.
The old method (which still works) is to reboot the Hub / TV box, and if it doesn’t go online 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.
You could also try contacting New accounts and Set Up for them to complete the setup and activation.
That would be 150 options 1,1,1 and 4 from a Virgin landline ,
0345 4541111 options 1,1, 2 and 4 from any other phone
The best time to call is 08:00 when lines first open and are least busy.
Thanks Mike, unfortunately none of the stuff I can find online has worked and I spent over an hour on hold to the number you provided yesterday, trying without success to get through to someone who could deal with the issue.
If any Mods read this, can you help please? If none of the online solutions work and I can't speak to anyone in person, the only recourse I've got is just to send the box back and cancel the contract.
Sorry to hear your new Hub isn't working and it may be an activation issue. I'm unsure whether you've managed to get it activated since you last posted as I'm unable to find your details using the information on here so I'm unable to check.
I'll send you a Private Message just in case you're still not activated, please reply back if you're still waiting for the activation.