Self installation failed. Engineer confirmation?

[mikedb]

Hi,

I've just upgraded my package from internet only to internet and tv and had a self installation kit sent to me. Unfortunately i can't connect my new tv box and hub up properly. They have sent a splitter cable for the tv box and hub but i don't have or want the hub in the living room next to the tv. I have the hub in a different room next to my computer.

I can't connect the new hub 5 with the cable that is in my hub 3 as it has a different connector. The hub 3 has a screw in connector and now i need a push in connector. Also i don't have a white cable coming from the wall in the living room anymore, just the virgin socket. 

Anyway, i phoned up yesterday and it was hard explaining which cables i needed so i asked for an engineer to come and finish my set up but unfortunately i lost connection to the person i was talking to. I called back later and talked to a guy who said an engineer had been booked and i should have confirmation within 24 hours.

I still haven't had this confirmation and there's nothing on my account.

Can anyone help?

[carl_pearce]

The HUB 3 and HUB 5 cables are compatible.

They both are screw in or push on.

[mikedb]

You're right. Thanks. I could use my hub 5 then but still can't connect up my 360 box in the living room as i don't have a cable to connect to the 360 box or to the splitter.

[mikedb]

I still had no confirmation of an engineer visit so I've phoned again and was told one hadn't been booked for me after previously being told one was coming out on Monday.

I had to explain the problem again and the girl on the phone told me she could send a coax cable to me to connect my 360 box up but the smallest size was 5m long which is way too long for me and would look a mess.

I told her i didn't want this and i would prefer an engineer to come and install it properly.

Initially i was told i wasn't entitled to an engineer visit because I'm an existing customer but after telling her i didn't have a TV package with virgin previously and it's new equipment she eventually agreed to send someone to sort it for me.

[Gareth_L]

Hello mikedb.

Thanks for your post , welcome back to our community.

Sorry to hear about the confusion caused when you called to arrange a manned installation.

Great news that you have eventually got an appointment now.

Can you please let us know how the visit goes. If you encounter any more issues or have any questions. We are only a message away.

Gareth_L

[mikedb]

The engineer came out today and sorted my new 360 box for me. He also got my Hub 5 working as i couldn't connect to the internet using it as my hub 3 was still active?

Anyway, the guy that came out was really good. Everything is working well.

[Beth_G]

Hi mikedb

Thanks for the update - really pleased to hear your set up is all sorted for you now.

If you need anything else, don't hesitate to get back in touch with us.

If not, hope you have a great Christmas and New Year 😊