No virgin media wall socket

[Chin1028]

I've just moved into a property and I'm trying to set up my Virgin Fibre broadband. I'm at the stage where I need to plug the isolator cable into the Virgin Media wall socket. However, I do not have any of the specified wall sockets available. I was told when purchasing the broadband package that fibre was available here and already in use, so am wondering if I'm missing something. I can only find the TV socket. Please help. Thanks.

[Tashworth]

Hello there. 

I've got the same problem as above. The package was delivered but there is no wall socket for me to plug into. 

Can a technician come out to get this sorted please?

[Kath_F]

Hi Tashworth, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear there is no socket there which will allow you to get your services up and running. We can certainly get an engineer out to sort this. I just need to confirm the address to ensure we are booking the visit on the correct account. 

I have sent you a direct message to allow us to do this with you in a private space. Just click on the little ✉ at the top right-hand side of the page to access your inbox. 😊

Thanks,

[Biijan]

Hi

I have the same problem. I recently moved to new house, i get my router today but there is no virgin box in home, just there is a virgin cable but wothout any socket connected to that 

Can i buy a wall socket? Or i should wait for technicin. Because when I talk with virgin before I buy the service they told me its ready to self installation!!! And as I dont want to wait for connection and engineer, i bought the service! Now what should I do

[Zach_R]

Hi @Biijan,

Thank you for your post and welcome to our community forums. We're here to help.

I am so sorry to hear that you seem to be missing a wall socket in the home. If you were provided with a self-install option then it would mean that a previous tenant at that property had Virgin Media services installed and that services were provided there, so potentially the socket was removed by a previous tenant.

I'm going to send you a private message in a few moments so that we can take a closer look at things. Please respond to this when you can and we'll go from there.

Thanks,
 

[Biijan]

Hi Zach

Thank you very much for your massage. acutally your company service is amazing. I called them regarding this and they send me an engineer next day morning. and it fixed now. the thing is there was virgin box out of home but the cable were not connected. and now I have an amazing interenet.

The only problem exist is my wifi coverage. as I have till 3 wifi booster on my package, they told me they will send one but takes time till 14 days. then I ask to pick it up and they told me they will arrange, but I havent got any email or call regarding this yet.

thank you in advance.

[Zach_R]

Hi @Biijan,
 

Thank you for getting back to me via private message. It's great to hear your wall socket concerns have now been addressed and resolved. We can assist further publicly for now with your Wi-Fi issues. I'm sorry to hear you're having these.

Have you downloaded and used our Connect App yet? It'll test your Wi-Fi in the home and suggest improvements where applicable.

Thanks,
 

[Biijan]

Hi

Yes I  did, also Virgin engineer did a test and say I need a booster. we don't have coverage in on side of the house in both floors. its not a problem regarding the Virgin router, as it is a long house. by the way, I have the free booster on my package, and they confirm they will send me an email regarding where I should go to pick it up, but unfortunately I havent got any email yet. 

the problem is my little daughter google home that is in her bedroom can not connect to wifi due to no signal, and she used to wake up with its alarm and music and also sleep with special music. now I am using my mobile hotspot every night till morning. 

when I ordered my package, I knew as our house is long and modem is in on side of the house, we should have problem, but they told me you have to wait to modem arrive and if no signal we will send you. now I have to wait!

Thanks for your consideration,

[Reece_MH]

Hi Biijan 👋

Thanks for your update on this. I'm sorry to hear about the inconvenience this has caused for you and your daughter. I've taken a look on our side and can see you spoke with our team regarding this, and they were able to assist in getting this sorted for you.

It can take up to 48 hours to receive a text to confirm the order. This will contain a tracking reference for your order too. Have you since received this?

Thanks,

[vijayrao1988]

Hi,

I have the same problem with there being no Virgin Media wall socket in the house that I have moved to on 15 July. The hub got delivered on time as promised. I did ask for a technician to visit on not finding the wall socket, which was also arranged promptly for 17 July. The technician visited as promised on 17 July. The visiting technician informed us that during recent footpath repairs the cable outside the house has got damaged. Since then I have not received any written information about the situation. I have received my bill and have been informed that my service has been activated but I haven't even been able to plug in the hub into a cable. On calling Customer Care I was verbally told a date for 2 August has been put into the system for when the connection should go live. How do I get a confirmation for these details?

Thanks,

[Robert_P]

Hello vijayrao1988

We're sorry to hear of the installation issues and problems with the external cabling, we appreciate the frustration and you taking the time to raise this via the forums. Welcome to the community.

Depending on the work required, particularly with external cabling, there can be a delay in this work being completed. I'm happy to take a look at this and see what is happening, I will send you a Private Message to get some more details from you to assist. Check the envelope in the top right of the forum when signed in for the message.

Rob