How to install Virgin Media broadband

If your home is Virgin Media ready, you could set up our broadband, TV and landline services on your own with a QuickStart self-install box.

What to expect with broadband installation

So you’ve chosen your Virgin Media package, placed your self-install order and it’s on its way to you. When it arrives, you should be able to get to work straight away provided everything at home, such as the location and condition of your wall socket, meets our requirements.

Here are a few other things to keep in mind too:

  1. For TV services, you’ll need a TV with HDMI inputs so that you can connect our V6 box to your smart TV.
  2. For broadband, you’ll need a PC or laptop which is wireless compatible, or has an Ethernet port.
  3. For landline, you’ll need a compatible handset.

Delivery of your QuickStart installation pack

With QuickStart you’ll be able to set up our services in your own time with everything to hand. Once you place your order, you’ll be able to choose one of two delivery options.

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
  • Passport

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.

Got a problem with your pack?

If there’s something wrong with your QuickStart pack delivery, please contact the delivery partner first before getting in touch with us.

To contact CollectPlus, visit collectplus.co.uk or call 0845 270 9888.

To contact Yodel, visit yodel.co.uk or call 0844 755 0117.

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.

See our QuickStart guide to installing Virgin Media Broadband

QuickStart broadband setup

When you’re ready to set up Virgin Media broadband in your home, there are a few things you’ll need to make sure you have to hand. Let’s take you through everything you need to know and do before you can sit back and enjoy our services.

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.

Installation guide videos

We have a collection of installation videos and guides for you to watch and read to help you set up our broadband, TV and home services. Go through them for step-by-step instructions on setting up your Virgin Media services.

Installing broadband, TV and phone

Installing broadband

Upgrading from Hub 3 to Hub 4

Upgrade your V6 box to Virgin TV 360

Upgrade your broadband and TV to Hub 4 and Virgin TV 360

QuickStart install guides

To view these instructions in text and images, check out our handy QuickStart install guides instead.

QuickStart install guides

Getting technical support

We’re confident you can set things up on your own following the instructions in the QuickStart box. But if you do run into any problems that the setup guide hasn’t covered, you can chat to one of our experts and let them know your questions or visit our QuickStart help page.

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.

Reschedule technician

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.

Manage my appointments

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