Billing 
Change my package 
My current package 
Email 
Home move 
Check service status 
Help 
Account settings Getting ready for your new services
Before we start our pre-installation work, we need to ask you some quick questions about your property.
If you have a garden or driveway we might need to dig to run our cables through it. Giving us a bit of info means we can bring the right tools to get the job done.
Rest assured, our partner engineers will put everything back to normal if they have to dig. We won't need you to be home for this visit unless you'd like to be there.
If the preparation work is more complex, like a patterned drive which could require extra work, we’ll be in touch to discuss the best options before we start.
FAQs
All we need is access to the land around your property. On the day of your installation please make sure the outside space is clear from any potential barriers that may prevent us from carrying out the install work, for example a parked car.
If there’s a delay in completing your pre-installation work, we will be in touch with a new install date once we know more. Don’t worry, you won’t be charged until you’re set up. This could be a result of natural causes like tree roots blocking access or too many cables from other providers preventing us from routing to your home. Our team will be in touch every step of the way to keep you updated.
It varies depending on the property, build type and length of dig / location to the cab but typically it'll be complete within 90 minutes.
Yes; as your home hasn’t had Virgin Media before, our engineer will need to drill a hole in the wall for your cable wall box. If you live in an individual property, like a detached house, we’ll need to attach a Virgin Media connection terminal to the side of the building which requires a drill. If you live in a building with several properties, like a block of flats, we might not need to do this.
You don’t – our partner engineer will only be working outside your home. You can choose to be at home if you would like to be.
Your block of flats may already be set up with our services. This means our cabling from individual premises link back into a main terminal, housed within a communal area of the building.
Wherever a soft dig and bury is possible (e.g. soil or grass), we’ll make sure we bury the cabling. Sometimes, where no soft dig options are available, we’ll need to talk to you about finding an alternative route for the cable.
We understand circumstances change. Please give us a call on 0345 454 1111 to let us know if any cabling or equipment is disturbed during changes to your garden or driveway. We’ll arrange a visit to check and move the cables if possible.
You will need to obtain permission from the current owner for us to carry out pre-installation work outside the property.