Where to connect?

[lkeo]

I had my virgin hub arrive yesterday and as far as I can see there are 2 points in my flat that the round connector fits into. One is an ntl box and the other is just plain white. The internet is not working when tested on either. Is there something else I should be doing/ looking for?

[Tudor]

There are a couple of possibilities, the hub has not been activated or the cable disconnected at the street cabinet. Call:

Equipment activation on 0800 953 9500

[Akua_A]

Hi @lkeo,

Welcome to our community forums and thank you for your first posts.

Sorry to hear you have been having issues with your installation. We can understand this is not ideal and we want to best help. I have been able to take a look at things backend and I can see you recently spoke to our team who booked an appointment for you to resolve this. Do you need any further help regarding this?

Thanks,

[lkeo]

Hi,

I called the number that was given and was advised I would need an engineer visit. They are booked in for Thursday.

Thank you,
Lauren

[Beth_G]

Hi Lauren,

Thanks for letting us know! I'm pleased to hear you were able to arrange an engineer visit.

If they engineer has been, do let us know how you get on and if you need anything else.

Kind regards

[lkeo]

Hi,

The engineer has been and it’s all sorted, it had been disconnected from the socket.

Everything is working well now, thanks for the help.

[Ashleigh_C]

That's great to hear and thank you for letting us know! 

Please do pop back to the forums if you ever need help in the future. 

Thanks again.