No cable installed after ordering self install package

[toenee]

hi, previously, there was a virgin broadband cable coming into the house, however, the previous occupiers got BT installed instead, and BT engineer has cut the virgin broadband cable outside the house.

I ordered the self install package and when I went to check for the socket and realised I wasn’t one this is when I found the cut cable on the outside of the house.

How do I go about ordering an engineer visit urgently please because I have had the kit arrived already and I’m without Internet with children in the house that are driving me crazy. 

[newapollo · Accepted solution]

Hi @toenee 

You should call the pre-installs team on 0800 052 1734

They are open  8:00am to 9:00pm  Monday to Friday, and 8:00am to 6:00pm Saturday and Sunday

[nodrogd]

Call the pre-install team after 8am on Monday & they can arrange a technician to reconnect your socket. It is likely you will be waiting a few days.

The pre-install team number is 0800 052 1734

[zay051]

Either call Virgin media customer support at 0345 454 1111 or The pre-install team at 0800 052 1734