Help & Support

  • board:ManageAccountCable
  • How do I get ready for installation?

    So you've chosen your Virgin Media services and want to know what's next?

    If you chose a Quickstart installation, click here to find out more.

    If you chose a manned installation then keep reading.

    Manned installation - how to get ready and what to expect on the day

    We'll start with some essentials that you can do (as well as a few things we'll do to make sure it all goes smoothly).

    Things to do right now

    You can set kit up the yourself, or have one of our expert engineers do it for you – whatever works best for you. To help you choose, see: The ins and outs of getting started

    If we’re doing it make a note of your installation date – it's on the letter or email we sent just after you ordered. Please sign your contract and return it to us. If you've received an account card please keep it somewhere safe.

    Remember, we could arrive within a four hour slot. Time slots are: Monday to Saturday between 8am-1pm and 1pm-6pm. It normally takes just an hour or so to set up your services, but it's a good idea for someone to be around for longer, just in case it takes more time.

    Register for eBilling and you’ll get your bills online for free – details will be on your welcome letter. If you want to receive a paper bill, you’ll be charged £1.75 per month.

    The day before your installation

    If you're thinking about rearranging the furniture, now's the time to do it. Plan where you want your TV, computer and phone points before we arrive. Want to know what you need to provide yourself? Check our article: Do I need any special equipment?

    If you decide at the last minute you want an extra phone extension, just call us on 0345 454 1111*. Make sure someone over the age of 18 will be in on the day of installation.

    *For details about how much it costs to call our team from a Virgin Media home phone, visit Call costs from other networks and mobiles vary.

    How we'll install your services

    We'll be carrying ID and arrive in a Virgin Media van, so you'll be able to recognise us. We'll talk over where you want the cables to go, both in and outside your home, and do all we can to hide any wiring.

    This usually runs around your skirting board to your TV, computer and phone. We'll explain what we're doing and why, as we do it. We're completely house trained!

    We'll show you how to use your new kit. For TV we'll show you how to get around and where to find more information. We'll also give you a handy user guide with step-by-step help and advice.

    You can find out the latest information about our TV services here or Broadband services here.

    What do Virgin Media's installation team commit to?

    Our expert engineer will always aim to:

    • Arrive on the agreed date and at the agreed time
    • Politely explain what they are doing and why it’s necessary (which is one reason why an adult 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 possible
    What happens during installation?

    We run a pencil thin cable underground from our network to a box fitted to the outside of your home. The telephone cable will run in much the same way as a BT line and is fitted with a standard socket to fit any modern phone.

    For TV, the cable will be connected to a neat set top box and into your TV and video. Connection can only take place near a double power socket (or a single socket with a 2-way adaptor) so please make sure one is available.

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

    We'll give you handy user guides and step-by-step help and advice:

    • TV: we'll show you how to find your way around the menus and information screens
    • Phone: we'll plug in your phone and get you up and running
    • Broadband: we'll fit your new modem and show you how to install the super fast broadband services

    Once you are set up you can find more about using your new equipment here.