Previously, we just had cable broadband. We've just upgraded to the new Player package which includes faster broadband, but also TV and phone.
When upgrading via the website, a question that was asked on the form was was: Is your TV and Hub in the same room?
I selected No, because my TV is downstairs and the area on the wall where virgin cable comes in is upstairs in a small office. This is where our superhub is at the moment.
I then received the new equipment today. The box has a cable which is about 1m long, that it expects to be plugged into both the TV box (should be downstairs) and the hub (in the upstairs office).
It was clearly asked on the web form, and I did answer No. What are my options to get this fixed?
I guess either:
I need a super long cable for hiding around the house to get to the downstairs TV area. The house is currently a bit of a building site to be honest, so I can probably manage this.
I need a second cable port on the wall for the TV downstairs.
Or I need to move the existing cable point downstairs and I'll have the hub down there (This isn't ideal because I've had the house set up with ethernet ports from each room through the walls all wired to go to the office where the hub should be, but I could always put a switch in the office and just have the hub downstairs by the TV hooked up to the switch via ethernet through the walls).
I guess I need either a second port in the wall downstairs installing the TV, or a really long cable and to find a way to hide it in the house. I don't mind the superhub being downstairs, but the port isn't there so I can't do that. I'd prefer it in the office though, as we've had the whole house wired up with ethernet ports all going to the office so that the router can live there.
What are my options? I don't think it's fair for me to have to pay for anything to be moved, since I was clearly asked and was under the impression Virgin were going to send out some equipment for dealing with it. I also didn't choose to have the input where it is, it was the previous owners of the house (Why on earth it's coming in to the smallest bedroom I don't know - we call it an office but right now it's not even really that).
short answer is it will cost £99 for a non fault call out to add another port or move the one you have
slightly longer answer is ring retentions - talk it through with them and hopefully they will sort out something at lower or no cost - make sure you are talking to the uk people
dial 150 or 0345 454 1111 and follow the prompts to - 'thinking of leaving us' - then "technical issues" - dont worry about that they do much more - open 8am -10pm 7 days a week - should take you to a UK call centre
also when talking to retentions see if they can find a better deal - not all deals are available via the website
Thanks. I've just called up and spent 10 minutes on hold to the number it suggests calling for setup problems. Someone answered the phone, "Hi I'm Simali how can I help?", and then hung up on me straight away. I'll call retentions as Tony suggests and see if it goes any better.