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Socket incompatibility

Hello,

I just received my start up kits yesterday. On trying to connect them, I discovered the socket connected to my apartment is not compatible with the plug they sent me.

I have been trying to reach them since and also get help online all to no avail.

Can someone pls advise on what to do. It's really getting frustrating.

Thanks.

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Message 2 of 9
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Re: Socket incompatibility

Can you please post a photo of the socket, all VMs connectors are standard 

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Re: Socket incompatibility

IMG_20200831_193808_8_resize_36.jpg

IMG_20200831_193808_8_resize_36.jpg

 

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Message 4 of 9
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Re: Socket incompatibility

That is a phone socket. Virgin only use those sockets for voice traffic, not internet. You need to find a coax outlet similar to this:

Virgin coax outletVirgin coax outlet

Virgin BB TV Landline. Freeview/Freesat HD, Virgin Mobile, Tesco Mobile. Cable customer since 1993

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Message 5 of 9
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Re: Socket incompatibility

That's the only socket I have here.

I can't see any other around.

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Message 6 of 9
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Re: Socket incompatibility

then you'll need an engineer to install one. Someone most of removed it

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Message 7 of 9
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Re: Socket incompatibility

How do I get an engineer pls?

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Message 8 of 9
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Re: Socket incompatibility

call in or wait here for vm staff to get to the thread in a few days and they can book one for you

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Re: Socket incompatibility

Hi Doski, thanks for posting.

I am sorry to hear you've been unable to connect your equipment, due to the sockets.  To enable me to look into this further and resolve your issue, I am going to send you a private message.  Please look out for the purple envelope in the top right of your screen.

Regards


Lee_R

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