Can you give more background. What box - Hub, V6, Tivo?
Did you (or the engineer) call in to "activate" it ? If so did you see it working initially? Even if not I would call the activation line again to check ( 0800 953 9500 ).
What are the lights on the box showing/doing?
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John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.