Virgin not working in 2nd room

[lauraedwards85]

We’ve had an engineer out who kindly put a new wire through the external wall so we can have Virgin in our living room (already have Virgin in neighbouring room). However, the Virgin won’t work. I’m not sure whether the wires are right?? I’m so confused. Can anyone advise??

[Tudor]

Please explain what equipment you have, VM hub or VM hub and TV box.

[jpeg1]

And which room is each device in?

[lauraedwards85]

smart tv in each room, TiVo (top box in each room, connected to the tv) and VM connection via external walls in both rooms. But only 1 x rooter. 

TIA. 

[Ayisha_B]

Hi @lauraedwards85,

Welcome back to our Community Forums and thanks for your post. 

Could you please clarify what issues you are having with the service? 

I can see from our systems you recently had an engineer come out to relocate your equipment. Currently, your TV boxes are showing as unreachable. Are these powered off?

If you could provide some more info on what is happening your side, I'd love to help further 🙂

Hope to hear from you soon!

[lauraedwards85]

It wasn’t to relocate. It was meant to add additional connection as we needed a Virgin connection in another room. We now have 2 TiVo boxes & 2 Virgin connection points but only can get the Virgin to work in 1 room. I need help. Perhaps rebook an engineer to help as the original engineer did not connect fully to enable viewing in both rooms. Thanks. 

[Akua_A]

Sorry to hear this @lauraedwards85.

We can understand this is not ideal. In this case, I have sent a private message. Please look out for the purple envelope and provide a response when you can.

Thanks,