Hi, when I signed up for Virgin many moons ago my package included one main box (connected to the hub) and one in another room (just a basic one not connected). I received an email a few months ago advising that one of my boxes (turned out to be the old one) was now out of date and I would be sent a new one. However, the new one is the new box which needs to be connected to the hub - this is in another room with the main box.
I have phoned a few times and been on hold for over 2 hours only to be told very rudely they didn't know what I was talking about and slammed the phone down!! I'm now left with a box that I cannot use as Virgin will not help me. Any ideas who/what department I need to speak to that knows 1. what I'm talking about and 2. can fix the problem?
You say that the "new one is the new box which needs to be connected to the hub", if so you have a V6. What you can do is to temporarily replace the existing V6 with this new box, get it connected with coax and WiFi, activate it and hopefully it should work. Once it does take it back into the other room and see if it still connects to the hub by WiFi.