Depending which boxes you have (TiVo or V6) remember to make sure any V6 boxes have a stable connection to the internet via your homehub during the activation process. Ethernet cable is ideal, but WiFi should be ok if the signal is strong enough.
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Thank you japitts. i have just tried calling the activation line on 0800 9539500 but the offices are currently closed (10:00 am). if anyone who works for VM views this post, please could you advise if you are able to assist remotely? many thanks.