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Splitter cable too short for Tv 360

Lloyd-A97
Tuning in

Hi 

I recently upgraded to 360TV and received the self-install boxset without issue. Unfortunately, the cable supplied is too short to make it to the TV box from the router. There’s no way to move the Tv or router. Got the box connected to Wi-Fi but not able to watch any live tv such as the sports channels paid for. Are there any longer splitter cables?

9 REPLIES 9

japitts
Very Insightful Person
Very Insightful Person

TV360 uses the internet connection for OnDemand, streaming & various updates but the live TV channels are carried over the co-ax cable.

Sounds like you'll need a manned install to get the cabling correct. Either wait here a day or so for staff to respond, or call into get a quicker response.

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Thank you for helping. Just on the off chance do you have any idea how long staff typically respond here? 

 

newapollo
Very Insightful Person
Very Insightful Person

Hi @Lloyd-A97 

It can take a couple of days for staff to respond.  If you do decide to call and speak to the faults team (150 from a VM landline, option 2) then it's best calling around 8am when lines first open and are least busy. If calling then ignore all the options and don't press any buttons then you should be placed into a queue and an agent should pick up the phone and book the tech for you.

Have you downloaded the TVGO app?  If so in the meantime you can watch the TNT sports channels on there if you are subscribed to them. If you use a computer you should then be able to connect an HDMI cable to your TV and watch in full screen.

For Sky Sports you need to download the Sky Sports app to watch the channels - or using  a computer go to 

https://www.skysports.com/watch  and sign in with your VM credentials (you will be prompted to download the Sky web player) If using a computer you should then try connecting an HDMI cable to your TV again.

sky sports app.jpg

Dave
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Thank you @newapollo that’s very informative. Good to know I can still access my sports via the apps. 
 
Hopefully someone from the virgin team can assist here as I’ve been unable to get through over the phone due to my working times. Looks like I will need to book a technician to get the coax to the 360 Tv box 

Lloyd-A97
Tuning in

Hi 

I recently upgraded to 360TV and received the self-install boxset without issue. Unfortunately, the cable supplied is too short to make it to the TV box from the router. There’s no way to move the Tv or router. Got the box connected to Wi-Fi but not able to watch any live tv such as the sports channels paid for. Are there any longer splitter cables? Or do I need to book a virgin engineer/tech to fix it? 

nodrogd
Very Insightful Person
Very Insightful Person

Self-install kits always assume you are having all your kit at one location, so are standardised. If you want any other configuration you need to ask for a manned install. Longer cables affect the signal levels at the property, & this in turn can degrade your service. Therefore if longer cables are required a technician will make these up on site & then adjust the levels from within the street cabinet outside.

Give Virgin a call or a member of staff here can book a technician (which will be free as long as it is booked within a short period of your commencement date) so that this can be done. The staff team here can take a few days to respond.

Do not be tempted to DIY any alterations, as this can cause more problems than it solves.

VM 350BB 2xV6 & Landline. Freeview/Freesat HD, ASDA/Tesco PAYG Mobile. Cable customer since 1993

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Hi @Lloyd-A97 👋

Thanks for reaching out to us and welcome to the Community Forums. Apologies for the issues that you are having with the short cable for your TV box. We can certainly assist you, we would need to bring you in for a private message to discuss this and resolve. 

Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
 

Thanks.
 

Sabrina

Gareth_L
Forum Team
Forum Team

Hello Lloyd-A97,

Thanks for your post. 

I can see you have already spoken with Sabrina who has arranged for a 10metre cable to be sent out.

Can you please keep us posted how the service is once you have received this.

Gareth_L




 

 


 

Hi Gareth_L 

Not sure if I’m doing something wrong but the cable provided does not fit to the Tv box. It’s not a coax cable. 

Not sure if there’s been confusion, but I’m unable to get a coax (Tv cable) from the wall or router to the Tv box. 

I believe the wire sent is for the broadband but I’m able to connect that using the splitter cable originally provided with the equipment. 

I need a cable to go from the wall connection to the Tv box, a coax cable. 

If I am doing something wrong I do apologise but I can’t seem to work it out.