No Virgin Media Box, despite quick start package

[megan277]

I signed up for Virgin and got my Hub etc yesterday, quick start package, as my address is covered. However, I can't see any evidence of a virgin box, inside or outside. Just the BT things and an old TV outlet. Outside there is a box that's painted grey as the old owner loved to paint EVERYTHING one colour. This appears to lead into the TV outlet. 

Essentially I want an engineer I think! I'm on hold but from what I hear, it's a long wait. 

Thanks.

[Tudor]

You will only have been sent a QuickStart pack if the premises previously had VM. The box and cables may have been removed by the previous occupiers. There should be an omnibox, often brown or gray, on the outside of the premises, try tracing the cable/s from it. If no luck call the pre-installs team on 0800 052 1734 8AM- 9PM Monday - Friday or 8AM-6PM Saturday and Sunday

[Adduxi]

You can also check for a loose cable as not all properties have a socket. Look outside for a brown or grey VM box on the wall and trace the cable to the inside. If it is a loose cable only, you will need one of these to connect the Quickstart cable. https://www.diy.com/departments/slx-f-type-satellite-cable-coupler/5028422001905_BQ.prd
Try calling the pre-installs team on 0800 052 1734 8AM- 9PM Monday - Friday or 8AM-6PM Saturday and Sunday