Coaxial adaptor for TV360 missing from box.

[DC231]

I know this has occurred a few times on here. My new TV360 box arrived to replace my tivo but the adaptor to connect coaxial cable to new box was not contained in the set up box like it was supposed to be. Any ideas how to get one  from virgin? Struggling to contact them. 

[Roger_Gooner]

Best time to call is at 8am, ask for the missing IEC connector.

[roy247]

As already said the best time to call is around 8am when the lines first open, choose the option to report a fault, then ignore all the options offered and you should then be placed into a queue to speak to someone.

Should this not work or you get the wrong part sent which has happened before you might need to wait for one of the forum team to respond which could be 2 to 3 days.

[David_Bn]

Thanks for reaching out to us @DC231, and welcome back to our Community Forums!

Sorry to hear that not all the required cabling to accommodate your new set top box were issued to you as expected.

I understand you have been able to discuss this matter with our team, and welcome you to offer any updates you're able to advise us.

Thanks

David_Bn

[Denn65]

I also received a tv360 box from VMware last week, minus the splitter cable needed to connect the box and hub to the main cable. I submitted a complaint to the relevant department, who seem to think they have resolved the complaint. I don’t know why they think this as I have not received the relevant splitter cable and the box is sitting in its packaging gathering dust.

[Kath_P]

Hi Denn65, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear the box was sent without the relevant splitter cable. I can see since posting, you've spoken to the team and agreed a resolution. 

If you are still having any issues, pop back and let us know so we can help further. 

Many thanks,