Click and collect
Get your QuickStart kit delivered to one of over 6,000 CollectPlus locations. Choose one that’s convenient for you to get to. You’ll have up to 10 days to collect your package before it’s returned to us.
Delivery via Yodel
We can deliver your new kit to any UK address, such as your home or workplace, as long as someone over 18 can sign for the package on the day of delivery.
You can normally choose to have our QuickStart pack sent within three working days for the UK mainland, or within four working days if you live in Northern Ireland. You’ll be able to choose which delivery day works best when you place your order. Then, once we’ve received your order, we’ll send you details of your contract and services either by email or post to check and sign.
Tracking your QuickStart order
Keep an eye on your QuickStart order’s whereabouts when you place a click and collect order. You’ll receive a text message and email to the contact details you gave us when your package is available to collect from your chosen CollectPlus location.
For deliveries via Yodel, you’ll get a message from Yodel on your delivery day to the contact details you gave them. They’ll give you a 2-hour estimated delivery slot so that you know when to expect them. The message will also contain a tracking code that you can click on for updates on where your order is. You could also visit yodel.co.uk or download the Yodel mobile app.
Picking up your package with Click and Collect
To speed things up when you’re ready to collect your package from your chosen CollectPlus location, you should make sure you have the text message or email with confirmation of the delivery, as well as the collection code and barcode.
You’ll also need to take proof of your identity too. CollectPlus will accept the following forms of ID:
- Driving licence
- Utility / mobile phone bill
- Wage slip
- Bank statement / bank book / cheque book
- Credit / debit card
Once they’ve checked your ID, they will scan or enter the collection code before giving you your QuickStart pack. If you can’t collect the package for any reason, you can send someone over the age of 18 to collect it on your behalf. Simply make sure they have the email, collection code and barcode, as well as a form of ID from the list above.
Activating your account
Once you’ve collected your pack or you’ve had it delivered, you should be ready to set it up. The good news is that we’ll automatically activate your account shortly after your collection or delivery.
- For new customers – we’ll activate your account two days after your QuickStart pack collection or delivery.
- For existing customers – whether you’re adding services or upgrading your kit, we’ll activate your new services and kit six days after your collection or delivery.
Virgin Media broadband self-install QuickStart
Now that you’re ready to set up Virgin Media’s broadband at home, we’ve included a step-by-step guide that shows you exactly what you need to do to get set up. Each step shows a short video clip of what to do and how to do it, and for the readers, you’ll get written instructions to accompany it.
What's in the QuickStart box?
Your QuickStart box should come with everything you need for the service you’ve chosen. This includes your kit, cables and an easy-to-follow guide to setting everything up on your own.
Is your home set up for QuickStart?
Installing our services using QuickStart is only possible at addresses that have had Virgin Media services in the past. So if you’ve only been with Sky, BT, TalkTalk or another provider, you’d have to get one of our engineers to get you up and running.
To save you time, simply use our postcode checker so we can let you know if you can self-install our services before you place your order.
Internal wall socket
Another thing to consider is the condition and location of your internal wall socket. The wall socket should be undamaged, securely fixed and have the silver connectors visible.
Position of your sockets and equipment
Your TV or Hub can be up to 3 metres away from your wall socket. If it’s located at the opposite end of a room that’s more than 3 metres away, or even in another room altogether, you’ll need to get a technician to move your socket.
Getting technical support
How do I schedule a technical appointment?
If you’ve come across a problem with your QuickStart pack and you think you need our engineers to come by and help, you’ll need to get in touch with us so we can book the appointment for you.
How do I reschudule an appointment?
Whether you want to reschedule a delivery or appointment, or cancel an appointment, you can do everything online, as long as you give us at least 24 hours’ notice.
Sign into My Virgin Media and navigate to ‘reschedule’ to change your appointment.
And if you want to cancel a technician appointment, sign into My Virgin Media, find your appointment details on your account dashboard and cancel from there.
How to check your service status?
If you’ve got connection issues with your broadband, TV, phone or mobile service, you can do a quick test online to see what’s happening. Sometimes it’s a wider network issue that we’re aware of, or something’s not quite working in your home as it should.
Luckily, we can help you see what the problem is using our Service status tool. You can also download the My Virgin Media app to see if everything’s OK with your Virgin Media services. You’ll need to log in to your account before you can access it, but once you do you’ll hopefully get the answers you’re looking for.
Broadband installation FAQs
Our engineers will always aim to:
- Arrive on the agreed date and at the agreed time
- Politely explain what they are doing and why it is necessary (which is one reason why an adult over the age of 18 must be present)
- Show you how to use your new services
- Treat your home with respect and consideration
- Check where you'd like the cables to run, both inside and outside your home, and look for alternative routes if the obvious route appears problematic
If you’re eligible for QuickStart, you can have your kit delivered and installed in 4 days. If you’re moving into a property with an active Virgin Media account that isn’t your own, QuickStart delivery may take up to 14 days while we close that account. A technician install generally takes a little longer and you’ll be offered the next available date at the checkout.
It depends on what you’re installing, but it should take around 40 minutes to set up broadband or up to 1 hour 15 minutes if you’re installing broadband, TV and phone.
Your set up fee includes a £35 activation fee, with free Click and Collect delivery, or £5 extra for a home delivery of the QuickStart pack.
If your property doesn’t have a connection to the Virgin Media network, we'll send you an engineer to get you set up without an additional fee.
If you need an engineer installation for any other reason (if you want your sockets moved, for instance) you’ll be charged an installation fee of £40.
Don’t get bogged down with the techy setup details, simply choose the £40 technician installation option at checkout and let them sort it for you.
You can use your phone’s 4G signal, or you can download our Virgin Media connect app which lets you connect to WiFi over any Virgin Media WiFi Hub (your device will need to connect to the internet using WiFi or mobile broadband to download and use this app). Once you’re online you can get any further installation help.
Unlike days of old, you don’t have to have a home phone or phone line to get broadband anymore. We offer broadband only or a broadband and TV package without a landline, but it might work out more expensive in the long run.
Browse all our broadband packages to see what works best for your household.
You can plug your router into any Virgin Media phone line to get our services up and running. If you have another provider’s phone line, you shouldn’t plug your router into it as it won’t connect, and you’ll be left without our broadband, TV or phone service.