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Self install issue

Charis01
Tuning in

on ‎12-12-2022 21:34

We were eligible for the self install kit. 

we have been sent the hub 4. We have tried to install however in our house we have a virgin media socket (which looks like it may be the old phone line with a slot that looks like a HDMI port) and we cannot use this as the wire for the hub is circular.

We have an internet socket with the branding nti: we have plugged it in there and the hub has remained red and when trying to connect via app it said there was an error. Is there anything else we can do or would this require a manual installation?

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7 REPLIES 7

jbrennand
Very Insightful Person
Very Insightful Person

on ‎12-12-2022 21:44

Post up some photos of the connection boxes.

Red light means a connection issue. Make sure that all of the wires are connected nice and finger tight, Then check whether it has been activated correctly on your account.

Call the equipment activation number on - 0800 953 9500 (option 3) – you may need the Hub serial numbers/MAC addresses off the barcode stickers and also your account number and see what they say.

If it still doesnt connect, Call the Pre-installation and delivery team on 0800 052 1734 or 0345 454 1111 and book a Tech install

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Charis01
Tuning in
In response to jbrennand

on ‎12-12-2022 21:49

Hopefully tho photos are attached 

when I go on the app it just says “looks like your service may not be connected yet”

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Charis01
Tuning in
In response to Charis01

on ‎12-12-2022 21:51

Photos

70F51088-5EDA-4EAA-9A5B-4208968FF45D.jpeg

 

EF8207AF-4483-464E-B81B-D708D0261DDE.jpeg

 

570FC4F6-DD62-4D6D-8693-C4B7CEB2FAD3.jpeg

 

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Tudor
Very Insightful Person
Very Insightful Person
In response to Charis01

on ‎12-12-2022 22:42

First picture, box with the cable with a red tag, is the one to use. Remove this cable by unscrewing and push fit the cable from your hub onto the threaded socket.


Tudor
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
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Charis01
Tuning in
In response to Tudor

on ‎12-12-2022 23:19

Hi thank you,

 

this is the virgin media cable that is linked to the hub which still is not working

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Tudor
Very Insightful Person
Very Insightful Person
In response to Charis01

on ‎13-12-2022 10:26

Possibly the hub is not activated.

Call Equipment activation on 0800 953 9500

If that fails:

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


Tudor
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
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Gareth_L
Forum Team
Forum Team

on ‎15-12-2022 11:12

Hello Charis01,

Thankyou for your post and the images you attached.

The back cables to the left of the phone socket look like ours.

The previous tenant must have snipped then.

I can see you now have service call booked to set you up.

Can you please let us know how the visit goes.

Gareth_L

 

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