QuickStart, not sure if I have the VM wall socket

[milliwong]

Hi all! I recently moved home and VM told me QuickStart installation would be possible at the new address. I tried to install the broadband but there wasn’t any VM wall socket. The only thing I can find that would fit the cable is an optical converter? I’ve attached a photo in the post. Is this where the cable should go? Thanks in advance!

 

Edit: When I turned the hub (hub 3) on, it keeps on flashing the green light with the wifi icon lit up as green too.

[Jonny-M]

That's for satellite TV. Take more photos of the equipment in that cupboard and people will let you know if they spot anything from VM.

[Steven_L]

Hey milliwong,

Welcome to the community and thanks for taking the time to post here on the forums. We're sorry to hear of the issues that you're having connecting your equipment. 

The green light that you are seeing would be the hub trying to connect to the network but if its not plugged into the Virgin Media socket, the hub will never be able to connect to the correct network. Do you have a brown Virgin Media box on the outside on the wall of your home? If you do, please check on the inside of the wall that the box is attached to and your Virgin Media socket, should be there on the wall. If there is no Virgin Media socket this may have been removed by the previous occupants. If that is the case, please let us know and we will be able to arrange an engineer visit to re-install the wall sockets

Kind Regards,

Steven_L

[milliwong]

Hi, thanks for the reply.

I just had a technician from Virgin Media visit to check, and I was informed that all VM cables have been removed at my new address. I paid to transfer my VM contract to my new address only because when I checked online it says it’s available. Now I’m stuck with the contract plus I had to pay extra for the transfer fee.

I’d like to cancel my service as VM is not available at my new address and have my transfer fee refunded.

[David_Bn]

Thanks for reaching out to us @milliwong, if the address has now been deemed as non-serviceable, this should have automatically cancelled for you and you wouldn't be expected to have paid anything to us for this service.

Happy to take a closer look into this for you, to confirm this for you and issue any refund that is applicable.

Check out the envelope in the top right hand corner for a private message from me

Thanks,

David_Bn

[unisoft]

---

@milliwong wrote:

Hi, thanks for the reply.

I just had a technician from Virgin Media visit to check, and I was informed that all VM cables have been removed at my new address. I paid to transfer my VM contract to my new address only because when I checked online it says it’s available. Now I’m stuck with the contract plus I had to pay extra for the transfer fee.

I’d like to cancel my service as VM is not available at my new address and have my transfer fee refunded.

---

If its removed from pavement to house, then it can be reinstated by an install technician. It wouldn't normally be classed as unserviceable. The coax is just re-run from tap point and a new brown box cover put on house (assuming you are in HFC network, but RFoG is similar).