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?
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.
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
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.