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New V6 box installation

We had an old V box installed when we signed up with virgin in November. The technician said it was due to a lack in V6 boxes but we would get one sent out in the post and an installer would be In touch to connect it. We received the box and waited to be contacted. No contact. So attempted to do this ourselves after returning for Xmas. The box was mixing the connector cable for the old box white cables to the new V6 so I had to order a part myself. Now when trying to install the new box we get the error code S102 and now when I ring virgin for help the automated lady tells us we don’t have an account but we do. We are paying customers since November and now can even set up our rightful box. We need an installer to fix this or someone Human on the phone. 

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