Sorry has been a while since I posted. On my third call to Virgin I yet again spoke to someone in a call centre who just did not understand what I was asking for. I became quite frustrated with him in the end and he did book an engineer visit for me.
The engineer was brilliant - said straight away I needed a splitter, fitted it, tested, checked everything at local roadside box, linked box to tv, set up controller and ran through everything with me. He said I should receive an email to give his visit a rating and did not which is a shame. He stated that they have a lot of problems with customer service staff not understanding the customers needs.
So to recap - on initially negotiating new contract I explained my set up and said I thought I needed a splitter - was told no. On arrival of kit I telephoned and explained I needed a splitter as I did not have coax connection to plug into box. I was sent an ethernet cable. On my third try he just did not seem to understand me and after putting me on hold many times he booked engineer visit. Why are the customer service agents so inept?
Following all these my initial bill is now wrong - they are charging me more than previous contract rather than less, ie. have not applied discount shown on contract - will post on this under appropriate heading,