How do I get Virgin Media Broadband, TV and Phone installed?

It couldn’t be easier to change your install appointment if you need to. Simply sign into My Virgin Media and select a new date.

Don't have a My Virgin Media account yet?

• You can register now. It only takes a few minutes.
  
• Why not make it even easier by downloading the Virgin Media app.

If you want to change anything else like what’s included in your bundle, adding extra TV boxes or changing entire services on your package it’s best to get in touch with us.

If you’ve chosen Click and Collect, you'll receive an email when your Quickstart pack is ready to pick up from your chosen Yodel store location.

If you've chosen to have your Quickstart pack delivered to your address instead, Yodel will message you further detail on your delivery. This confirmation message will include a tracking code so you can see where your order is.

To track, simply visit yodel.co.uk, or download the Yodel mobile app.

When your Quickstart pack has arrived at your chosen Yodel Store location, you'll receive an email with a collection code and barcode. You’ll need to take these along with proof of your identity when you go to pick up your package.

The store 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

The Yodel store location will scan or enter the collection code and check your ID, and then give you your QuickStart pack.

If you're unable to go to the CollectPlus location yourself, you can give the collection code to someone else. They'll need to be over 18 and take your ID with them when they collect your Quickstart pack.

Yodel will attempt delivery at your address on your chosen day. If for any reason you are not going to be around, you can manage your delivery options on the day.

Your Quickstart pack contains everything you need to set up your new Virgin Media services, and you’ll find some simple step-by-step instructions too.

You can also find the instructions on our website:

• Quickstart Guide - Installing Virgin Broadband
• Quickstart Guide - Installing Virgin TV

If there's a problem with your Quickstart pack delivery, then we recommend contacting the delivery courier first.

• To contact Yodel, visit yodel.co.uk or call 0344 755 0117

• We’ll be in touch to let you know your installation date and timeslot.

• We’ll provide all of the kit, cabling and expertise to get you up and running. All we ask is that there is someone over the age of 18 in the property for the duration of the appointment slot or we won’t be able to complete the install.

• Before we arrive, have a think about where you’d like to use your services and our team will work with you on the best location for the kit. Please keep in mind, we may need to drill small holes to get the cable to where you need it. If you rent your home it’s a good idea to check this is ok with your landlord.

• We’ll send an Engineer round ahead of your install to check the cabling outside of your home is ready for your installation, you won’t need to be home for this.

• If we find we need to do any work to get things ready, we’ll try to get this done before your installation date. This will normally involve digging the pavement or road to connect things up. We’ll then need to take the cable through any outside space (your garden or driveway). We’ll do our best to put everything back to normal again afterwards.

• Where it’s not possible to do this work without putting everything back exactly how it was (for example if you have patterned concrete or cobblestones which would be hard to repair perfectly), we’ll discuss with you the best way to get our services to you without causing this impact before we start the work. That way, you’ll know all the options and can decide for yourself before we go ahead.

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. If your flat hasn’t had our services before you will need to gain permission from your landlord or neighbours ahead of the install. If it’s needed we’ll let you know when you book the order.

If your home hasn’t had our services before you will need to gain permission from your landlord ahead of the install. If permission is needed we’ll let you know when you book the order.

• If there’s no-one over the age of 18 when we arrive, we won’t be able to complete the install.

• There are times we need permission from the Local Authority to complete work outside your home. This can cause a delay if we need permits to stop the traffic or there are parking restrictions where you live. We’ll let you know as soon as we spot any of these issues to make sure you’re not without service for long. If your install has any of these issues, our dedicated team will be in touch with you to discuss your options.

• It usually takes between 30 minutes and 2 hours for an engineer to set up your Virgin Media services, this all depends on the services you’re having installed.

• As long as someone over the age of 18 is in the property when we arrive we’ll complete the install during your appointment slot.

• Please make sure someone’s available for the duration of the slot, as our engineers will need to get in and out to complete the installation, and so they can give you a demo of your amazing new services when they’re finished!

• There might be some work to do to get your house connected to our network. Find out more here (link to FAQ - What preparation do Virgin Media need to do?).

• On the day our engineer will then connect cables from the box on the outside of your house to your chosen locations for your Broadband, TV and Phone, where we’ll install cable wall points.

• We’ll make sure your Broadband, TV and Phone are working correctly and demo the key features to get you started.

It usually takes between 30 minutes and 2 hours for an engineer to set up your Virgin Media services.

If you’ve received one of our Quickstart kits, you’ll find some simple step-by-step instructions in the pack. You can also use our Broadband installation guide, or you can check out our information on how to set up Broadband. Simply follow the instructions to get your Broadband up and running.

If you’ve booked an engineer slot, they’ll get everything set up for you. So, sit back and relax – your engineer will let you know when they are done.

Need help setting up a wireless connection on your device? Check out our setup guide

Boosters help improve the Hub’s Wi-Fi connection and are great for tackling those Wi-Fi blackspots around the home. Find out more about Wi-Fi boosters.

Need help setting up? Check out our booster guide.

If you need a new wall socket, the engineer will install this for you during the appointment.

If you have been given a Quickstart pack, but you can’t find a Virgin Media wall socket, then get in touch. You can also visit our page on how to book an engineer to learn more.

To get help installing your new Virgin Media service get in touch with us by selecting Need more help? at the bottom of this article.

If you're a new customer, we'll activate your account automatically two days after your QuickStart pack collection or delivery, unless you’ve already completed set up yourself.

If you're an existing customer and are upgrading your kit or services, we'll automatically activate your new services 6 days after your collection or delivery, again, unless you’ve already completed set up yourself.

You’ll also receive your contract by email or by post within two working days of placing your order, which you’ll need to check and sign.