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Quick install disaster!

Just joined

Can anyone help me? 

we’ve been sent a quick install box but when following the instructions we don’t have the Virgin media socket which is required… only the old BT socket. 

assuming we need an engineer to come and install the equipment for us. 

Ive been waiting to speak to an agent for over an hour now having tried to call several times earlier today and via what’s app. As a new customer I’m loosing hope and wondering if I’ve made a mistake switching! 

can anyone help? 


Alessandro Volta

Have you checked to make sure there is no other kind of connection? Sometimes there is no wall box, just a trailing cable. The cable could be hidden within, or behind, furniture. Occasionally only a very short stub of wire is left behind often hidden within a blanked-off fitting. A couple of past examples are below

The wall box may be branded with the logos of an old cable TV company (not VM). Past occupiers of your property may have removed the cable and sometimes they are removed by other installers, such as satellite TV techs.

If you have a plastic omnibox outside on the wall (where the VM cable comes in from the street) see if you can trace any wires from that into your home.

If no luck, call the pre-installation and delivery team on 0800 052 1734 explain the problem and request a tech visit to install a socket.

VM are likely to start charging you after delivery of the kit. However, VM classifies a failed 'Quick Start' as a fault (para 6 below)

You need to phone in to report the problem to VM's installation team and if VM fails to fix your 'Quick Start' problem within 2 working days your compo clock starts at £9.33 per day