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How do I get Virgin Media broadband, TV and phone installed?

Interested in taking our Broadband, TV and Phone services, or already made your choice and want to know what happens next, here's everything you need to know about how to get our services installed.

Getting connected

When you place your order, we'll let you know whether you can choose QuickStart (our self install option) or whether you'll need one of our expert engineers.

If QuickStart is available you’ll just need to tell us how you'd like your kit delivered and when.

Where QuickStart isn't available or if you'd prefer for us to install the services for you, we'll send an expert engineer round. Just tell us the date and time you want us to visit your home.


Before you complete your order, the first things you need to do are:

  • Make sure any existing sockets and cables inside and outside your home are secure and damage free
  • Decide if you're happy to keep the sockets and cables in the same place. If you'd like to have the sockets moved, or you don't have any existing sockets, we'll need to send one of our expert engineers
  • If you're having services installed in your home for the first time by one of our expert engineers, plan where you want your TV, computer and phone to be before we arrive

Our wall socket looks like this:

NOTE: Don’t worry if the socket looks a bit different from the one in the picture it may be labelled NTL or Telewest, which is absolutely fine.

If you can’t find our sockets in the property, or you find them damaged in any way, we'll need to send one of our expert engineers round to install your services.

To use our TV service, you’ll need a TV with HDMI inputs. For Broadband, you’ll need a PC or laptop which is wireless compatible or has an Ethernet port. For your Home Phone, you'll need to have a compatible handset.

I don’t own my home. Can I still have Virgin Media services?

If your rental property previously had Virgin Media services installed, and our wall sockets are undamaged, securely fixed with the silver connector clearly visible, we can send you all the kit you need to set up your Virgin Media services. This is our hassle free QuickStart option.

If you can’t find our sockets in the property, or you find them damaged in any way, you’ll need to get permission from the home owner before we send one of our expert engineers round to set you up.

Getting permission from the home owner

Sometimes our engineers will have to drill a small hole (only about 10mm) through a wall of your home and use a cable to connect you to our network. If you are getting another Virgin TV set top box they may also need to run a cable through your home to the other room. So if you don’t own your home, you'll need to check that it’s OK with the person who does. That way, you won’t get into any trouble.

Simply fill in your landlord’s details in the permission part of your online order form and we'll ask for their permission.


QuickStart is our quick and easy way to get our services

When you place an order with us and choose QuickStart you can choose one of two delivery options:

  • Click and Collect - have your new kit delivered to one of over 6000 CollectPlus locations. You'll then have 10 days to collect your package
  • Delivery via Yodel - if you prefer you can choose to have your new kit delivered to any UK address, for instance your home or work, and have someone over 18 sign for the package on the day of delivery

You can normally choose to have a QuickStart pack sent within three working days for the UK mainland, or within four working days if you live in Northern Ireland. We'll give you a choice of delivery day when you place your order.

Within two working days of your order we'll send you details of contract and services either by email or by post to check and sign.

Watch our handy video to see how QuickStart works.

Tracking your QuickStart order

When we send your QuickStart pack using Click and Collect you'll recieve a text message and email to the contact details you gave us when your QuickStart pack is ready to pick up from your chosen CollectPlus location.

If you've chosen to have your QuickStart pack delivered via Yodel instead, Yodel will send you a message on your delivery day to let you know of a 2 hour estimated delivery slot for your pack. This confirmation message will include a tracking code so you can see where your order is. Just visit, yodel.co.uk, or download the Yodel mobile app.

Picking up your package with Click and Collect

When your QuickStart pack has arrived at your chosen CollectPlus location, you'll recieve a text message and email with confirmation of the delivery, and a collection code and barcode.

To collect your QuickStart pack, you'll need to take the collection code and barcode to the CollectPlus location, along with proof of your identity. 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

The CollectPlus 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.

Get up and running with QuickStart

Your QuickStart pack will contain everything needed for your new Virgin Media services, and you’ll find some simple step-by-step instructions telling you how to set up each of your services.

You can also find  the instructions here:

Activation of your account

Once you've collected your pack from the CollectPlus location, or if you've had your QuickStart pack delivered instead, you should set up your services straight away.

If you're a new customer, we'll activate your account automatically two days after your QuickStart pack collection or delivery.

If you're an existing customer and are adding services or upgrading your kit, we'll automatically activate your new services and kit six days after your collection or delivery.

Got a problem with your pack?

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

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

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


If you're having your services installed by one our engineers, you'll be able to choose the installation day and timeslot when you place your order. We'll then bring everything needed for your Virgin Media services on your chosen day (that's what the vans are for!).

Within two working days of your order we'll send you details of contract and services either by email or by post to check and sign.

On your installation day, your engineer will arrive in a Virgin Media van and be carrying ID, so they'll will be easy to spot.

NOTE: It usually takes from 30 minutes to 2 hours for an engineer to set up your services, depending on your home and what you’ve ordered.

Here are a few things you can do to make sure it all goes smoothly on the day:

  • Make a note of your installation day and time – it's on the email or letter we sent just after you ordered
  • Make sure someone over 18 is at home - otherwise we won't be able to install your services
  • Make sure that you know where you want the kit to be installed, and that you've moved and furniture or other items so the engineer can install your kit
  • Leave enough time for installation - it may take a while to install everything, so make sure someone can be there until we're all done
  • Check and sign your contract - it'll make things easier if you know exactly what the engineer is installing for you

What happens during installation?

Watch our handy video to see what happens during an installation:

We run a cable from our network, underground through your front garden (where appropriate), to the cable entry point on the outside of your home. We'll then run cables from the cable entry point to your chosen locations for your Broadband, TV and Phone.

For rooms where you've chosen for Broadband and TV to be installed we'll add cable wall points. For Virgin Phone we'll either install a standard phone socket to connect to, or in some areas you may connect your home phone directly to our Hub 3.

For Virgin Broadband, we'll then run cable from the wall point to your new Hub. We’ll make sure your Hub is in the best location so your wireless signal isn’t affected by other electrical equipment, fish tanks or cordless phones. Just make sure you have a PC or Laptop with either an Ethernet port, wireless capability or both on the day.

For Virgin TV we’ll run a cable from the wall point and connect it to your Virgin TV set top box, which we’ll place near the TV of your choice. If you’re getting another set top box we will also need to run a cable through your home to the other room. Our Virgin TV V6, powered by TiVo may also need an additional Ethernet cable connection, depending on the best available connection to your Virgin Media Hub.

What do Virgin Media's installation team commit to?

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 appear problematic

Will you give me a demonstration on how it all works?

Once we've finished with the wires, we'll give you a full demonstration on how to use your new kit, before we leave. Plus, our engineer will leave you user guides for your new services, which will tell you everything you need to know about the services.


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