Just to be clear (as you are on the Quickstart forum) is this a new Hub your are trying for the first time?
If so there are 2 possibilitys. The Hub has not been activated properly onto your account - or - they sent you a quickstart pack but they didn't realise there was a fault on your connection as it may not have been in use for some time.
For activation call 0800 953 9500. You will need the box serial number from the barcode sticker, and your account and area number.
For a line fault call 150 from a Virgin landline , or 0345 4541111 from any other phone and see what they say when they test the connection
Calling at 08.00 is the best time for getting through quickly on any VM number
-------------------- John --------------------
I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.