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New house installation

Joining in


I’ve just moved into a new property and took my existing Hub, virgin set up a new contract and sent the new broadband wire, did all the installation bits but still won’t connect, am I doing something wrong?! 

Any help greatly appreciated! 


Very Insightful Person
Very Insightful Person

Hi @Tash112 

The equipment is usually pre-activated, however you might need to call 0800 953 9500 to activate the hub.

If so have your account and area number handy, and the hub serial number.

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Thanks for the info, I tried that but it’s a quick start kit and they just said to follow the instructions in the installation manual which I did and then the customer service agents aren’t very helpful as I’m hard of hearing 😞

Hi Tash112,

Welcome to our community and welcome, hope your move went well, sorry to see you had trouble getting your equipment activated, I was able to locate you on our system with the details we have for you and it looks like everything is now up and running, if you do need any further help, please do not hesitate to reach back out.