QuickStart Set Up

[Jane1990]

Hi there,

I recently purchased VM Broadband and was informed I would be eligible to do the Quick Start method. Stuff all arrived fine but my flat doesn’t have a VM wall socket to connect to. I assume the flat has used VM before given I was allowed to Quick Start. The only wall sockets I have are for BT and a very old NTL one. There is another socket with round holes but I think it’s an old TV one. 
I assume I will need an engineer to come out but I can’t seem to get in touch with anyone from Virgin to organise this.

Any help appreciated! Thank you.

[Tudor · Accepted solution]

Is the NTL one a telephone type socket or a wall mounted box with a sticking out socket at the bottom. If it’s the latter then that the one to use.

[Jane1990]

So the NTL one is a box but it doesn’t have any socket/plug on it that the Virgin cables can fit in. 
Do you think an engineer will be needed?

Thanks!

[carl_pearce]

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@Jane1990 wrote:

So the NTL one is a box but it doesn’t have any socket/plug on it that the Virgin cables can fit in. 
Do you think an engineer will be needed?

Thanks!

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Could you post an picture?

The NTL box should look similar to:

There should be a threaded port at the bottom.

[Jane1990]

Hi there,

These are the three options I have. Sadly no threaded port.

 

[carl_pearce]

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@Jane1990 wrote:

Hi there,

These are the three options I have. Sadly no threaded port.

 

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Ah, ok, just phone sockets then!

Do you have an NTL/Telewest box on the outside of your home?

[Jane1990]

I’ve had a thorough look outside my flat and can’t see any boxes anywhere either inside or outside the building. 
I’m a bit confused about why I was told I could use the Quick Start…

Thank you!

[Kath_F]

Hi Jane1990,

Thanks for your post and welcome to the forums. It's great having you on board with us in the Community. 

We're sorry to hear that you are having issues getting your Quickstart equipment installed. If you haven't been able to get things working using the NTL socket then we can certainly get this changed to a manned installation for you. I just need to confirm the address to ensure we are booking the visit on the correct account. 

I have sent you a private message regarding this. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.

Thanks,

[Kath_F]

Hi Jane1990, 

Thanks for coming back to via private message to confirm your information. 

I have booked you in for the next available appointment. To view this please sign in to My Virgin Media here: My VM. Once logged in, scroll down to Orders & appointments then click on View your orders. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit, please do let us know and we’ll pop you another message to pass data protection and then confirm the appointment details.

Just to confirm, there will be no charge for this visit.

Please ensure that someone over the age of 18 is at the property for the time the engineer is there. If the appointment is unsuitable or if anyone living at your property has tested positive for Coronavirus, has been asked to self-isolate or has flu-like symptoms then please reschedule the appointment on the same link. If you do miss the appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment so it is important to reschedule if needed. 

Lets us know how the appointment goes. 

Take care.

[Kath_F]

Hi Jane1990, 

All sorted for you for the day you sent in your private message. 

You should receive an updated text message shortly and you can view the appointment through My VM using the links in my last post 🙂 

Take care.