I am in the same situation. When I joined through the website, self installation was available so we ordered that.
Yesterday I managed to speak on the chat with someone who confirmed that we can do a self install.
However, and looking at the self install videos, in our house there is no Virgin Media socket so I believe we need to book a manned installation.
The self install kit is meant to arrive on Saturday, I have been trying to call and message through chat with no luck, just been on hold for very long time. Could someone get in touch to book a manned installation, pretty please?
Thanks for getting in touch and welcome to the Community Forum!
I've been able to locate your account using your Forum details, and I can see that you spoke with a member of our team about this problem this morning. Were they able to get everything sorted for you? Please let me know if you need any more help with this.