Hi sassyunicorn202,
In some instances VM have recently started pre-activating their equipment, and the equipment 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 equipment you are installing. By doing this VM will be able to reboot the equipment or put you in touch with the right team.
You could also try calling 0800 953 9500 to activate the equipment. You will need the box serial number, and your account number and area code.
Also you can try contacting New accounts and Set Up for them to complete the setup and activation. That would be options 1,1,1 and 4 if dialling 150 from a Virgin landline or mobile, or options 1,1,2 and 4 if dialling 0345 4541111 from any other phone
Dave
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