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Quick start / wall socket issue (Hub 4)

Joining in


Hi there,

We recently moved into a new flat and ordered the M200 broadband-only package for our Wifi. We were told that we could self-install at our new address because the previous residents had used Virgin. On the website, there wasn’t an exact match for our flat’s address, but after calling the advisor said she had found it and that we should be a fit for quick start.

Our router was delivered, and we do not have the requisite Virgin Media wall socket for the Hub 4. As pictured, we have a BT openreach outlet, and then there are 7 of these multimedia outlets around the flat. After trying a few of them, the male (satellite?) sockets fit with the router cables but aren’t helpful aside from that.

We suspect that the address has been recently converted from one larger flat to two smaller ones, and ours is not the one that has ended up with Virgin service.

Just wondering if I’m missing something before I get a refund? We are renting (not for a very long term) so getting a cable put in is likely a non starter.

Any advice?



Very Insightful Person
Very Insightful Person

Call this, they should be able to sort it out for you.

Call the pre-installs team on 0800 052 1734 8AM- 9PM Monday - Friday or 8AM-6PM Saturday and Sunday

There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2

Forum Team (Retired)
Forum Team (Retired)

Hi four44, 

Welcome to the Community and thank you for posting. 

We are sorry to hear your home did not have the required equipment to complete the self installation. 

I have taken a look from our side can see you have recently spoke with the team regarding the account. 

With this being the case, can you please let us know if you require any further assistance? 

Thank you,