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Installation guide

1 2 3 4 Activate Install your Install Install Broadband your TV your Phone

1 min 30 mins 30 mins 5 mins This guide contains step-by-step instructions on how to:

Install 1 Activate 2 Install your Broadband 3 Install your TV Virgin TV V6 box remote 4 Please don’t pull the tab your Phone Before we do anything else, Follow the step-by-step instructions to install New Hub Then follow the step-by-step out of your new remote until Finally, we’ll get your 1 TEL reply GO to the text message your new Hub and get your broadband 2 instructions to get your new your new box is switched on. home phone connected. we sent you. This will activate connection working. This has to be done box up and ready to . 1 your services. before we install your Virgin TV V6 box. 2

INT cable

3 Didn’t get a text? Do this first 4

Call us on 0800 953 9500. Your new Hub must be working RESET Connector cables HDMI cable Make sure you have your and online before you install your account number and area new box. reference to hand - they will COAX IN AUDIO SCART OUT HDMI USB D.AUDIO POWER be in the email we sent you. Customisation Virgin TV V6 box + & extras Once the install is complete Wall socket Splitter this section will show you how to get the most from your new kit, including services like Power supply Power supply Virgin TV Go. Isolator cable 1

1 Activate your service Activate

If you haven’t done so already make sure you reply GO to the text message we sent you. Setting up your new kit couldn’t be easier. If you didn’t get a text message give our automated line Just follow the step-by-step instructions in this guide a quick call on 0800 953 9500. It’ll only take a minute. and we’ll have you up and running in just over an hour. When you call you will need to have your account number and area reference to hand. You can find them in the welcome email we sent you. Doing this means there are no delays in accessing your services when you’re all set up.

This section will take about 1 min 2

2 Install your Broadband yourInstall Broadband In this section we’ll be getting you online. You’ll need:

Hub New Hub Connector cables Isolator cable power supply (this has a blue label)

This section will take about 30 mins 2 2.1 2.2 Are your services 2.3 2 Connect the end of the Take the red-banded end of the Find the cable with the blue Different kind of activated? Where to put Install yourInstall Broadband isolator cable with the black isolator cable and push it firmly band on the end and connect it yourInstall Broadband wall socket? If you haven’t replied GO to the your new Hub band to the socket marked into the socket on to the socket of your new Hub. text message we sent, you need ‘Wall’ on the connector cables. your wall. Some older sockets may have Push it firmly into place. You’ll get the best performance NTL or written on to do it now, otherwise you from your new Hub’s WiFi if it may suffer delays accessing Just push to fit them. Some new sockets may is upright, out in the open and look like one of the below. The your services. at least 1 metre away from Firmly push the end of the socket you need will be marked cordless gadgets. If you have cables into the sockets. You If you didn’t get a text message, with the Virgin Media logo. trouble with the quality of can test they’re secure by give us a call on 0800 953 9500. your WiFi signal please check checking they don’t move You’ll need your account number out the tips in WiFi Wins at when pulled gently. and area reference to hand – you can find them in the email the end of this guide. we sent you. 2 2.4 2.5 2.6 2.7 Before you move on 2 Connect the Ethernet cable Connect the power supply Plug the power supply into Connect the power supply Your new Hub will now make a When the WiFi light is on and Install yourInstall Broadband to your new Hub. Push it firmly for your new Hub. It is the one a mains socket. to your new Hub, switch on connection to our Fibre network. the base light is solid white you yourInstall Broadband into place. with the blue label on the wire. at the mains socket and then This may take a few minutes and are ready to move on. The arrows switch on your new Hub. the lights on your new Hub will may still be flashing green. flash as it connects. 2 2.8 2.9 2 Your new WiFi network will be However you connect you Connect manually Example only I want to connect with I want to connect with Install yourInstall Broadband called something like VM123456. must complete the instructions a tablet or mobile a Windows computer yourInstall Broadband Please check the details on To connect manually with in section 2.10 before installing Connecting to WiFi is very Finding your network is easy The connection details are on your new Hub – the details Windows find the network on your new box. similar on Android or on iOS. but it’s a bit different depending the base of your new Hub and on shown here are just an example. your computer first, click the a removable card as shown here. On your tablet or mobile go to on which version of Windows connect button and then enter the the settings area. Select WiFi you have. For Windows 10, 7 WiFi password. Click to confirm. If you’re familiar with connecting to from the list of options. Make and Vista you’re looking for a WiFi networks you can use these sure it is on. network icon in the bottom right Connect with WPS details to connect now or follow of your screen. It might look like: If your computer supports the more detailed instructions in Your device will list all nearby WPS you can use it to connect. section 2.9 opposite. WiFi networks. The one that you are looking for will be called Find the network on your

something like VM123456. computer, click the connect For Windows 8, that network button and then press the WPS Click on that network and icon can be found in the button on your new Hub until you will be asked to enter settings area, which is on the the WiFi light flashes. It should your password. Home screen marked by a automatically connect. The information on network name and password can be

found on the base of your Your WiFi network name will new Hub or on the pull-out be something like VM123456. card as shown in 2.8. 2 2.10 2 I want to connect with To connect manually with Almost there F-Secure is our internet security Once the download is complete i Lights on your Hub Install yourInstall Broadband Mac OS first, find the network partner. If selected, a separate and installed, the only light on yourInstall Broadband a Mac computer To get online open your browser on your computer. Click the email with instructions on how to your new Hub will be the base During installation the lights On Mac OS a list of networks and enter virginmedia.com/ network name then enter the install the software will be sent. light which will be solid white. will flash regularly. Once the can be found under the WiFi activation (this page may WiFi password and click OK installation has finished and icon at the top of your screen. automatically appear). to confirm. You must go to: your new Hub is connected virginmedia.com/activation the only light that will be lit is before attempting to install the white light at the base. If this icon isn’t there you’ll need your new box. If any of the other lights are lit, to go to System Preferences > or the base light is any colour Network > Airport. other than white, your new Hub Once registered, your new Hub may have connection issues. Your network name will be will reboot and then download something like VM123456. the latest software. This should Take a look at the new Trouble with WiFi? Follow the on-screen instructions take approximately 20 minutes. Hub service guide or the Get more from your WiFi: to register for My Virgin Media. If for any reason you’re having While this is happening you will Troubleshooting section at This is your online account Check out our WiFi Wins trouble setting up WiFi, you have but please the rear of this guide for advice management area which allows in the Customisation & can connect to your new Hub be aware that the Hub will on how to fix any problems. you to fully manage your services. extras section. with an Ethernet cable and reboot a final time after the use the internet to help you You should also select the new software has downloaded. troubleshoot the issue. options for parental controls (if not selected already) and anti-virus software from F-Secure. 3

3 Install your TV Install your TV For this section you’ll need:

Virgin TV V6 box Virgin TV V6 box Virgin TV V6 HDMI cable power supply box remote (do not pull red tab)

This section will take about 30 mins 3 3.1 3.2 3.3 3.4 3.5 3.6 3 Attach the connector cable Connect one end of the Use the HDMI cable provided Connect the power supply Plug your new box into Connect the power supply

Install your TV with the white end to the second Ethernet cable to to connect your new box to for your Virgin TV V6 box. a nearby mains socket. to the back of your new box. Install your TV socket on the rear of your new the rear of your new box. your TV. Take a note of the Virgin TV V6 box by pushing it name of the HDMI port you firmly into place. Are you online? have connected to, e.g. HDMI 1. You need to fully install your If you have a 4K TV make sure Did you know? broadband and select your you connect to a 4K compatible Your new box remote uses settings before attempting to HDMI socket. radio so you can hide it away install your new Virgin TV and still control it. For more V6 box. For details on information see Customisation activating your broadband & extras at the end of this guide. account see section 2.11. 3 3.7 3.8 3.9 3.10 3.11 3 Switch on at the mains socket Turn on your TV then using your When you see the Starting up Your new box will now download Press OK and you will see this When you press OK again we

Install your TV and then use the switch at the TV remote press the Input, AV screen, you can pull the tab out the latest software. confirmation screen: will run a speed check to ensure Install your TV back of your new box to turn it or Source button. It may also of your Virgin TV V6 remote. everything is working properly. The download may take up on. You will see an amber light be a button with this icon: . You will then be shown how to to 20 minutes and involve 2-3 on the right hand side of your Select the correct HDMI input program your new remote to restarts, so don’t worry if you new box. for your new box. control your TV. see the welcome and starting Example: Starting up... up screens several times. At the end of the update you will see the following screen.

Using the right remote? You need to use your TV remote for this bit. Your Virgin TV V6 box remote won’t work for finding your HDMI port. 3 Install your TV try it OK new Hub new will attempt to to will attempt on your Hub until Hub until on your can’t find an Ethernet Ethernet find an can’t to return to the Connect the Connect to return to new box box new again the and follow screen WiFi to below. instructions connect connect automatically. connect select fails, If the connection connection to your your to connection WPS with Connect using WPS the press connect To WPS button then press the light flashes, continue. to remote on your Your Connecting with WiFi WiFi with Connecting if your process set-up During the box new will show this screen. this screen. will show

Ethernet new box new and . and your and your . new Hub new new box new connection as this ensures as this ensures connection new box new new Hub new are more than 3 metres apart you apart you 3 metres than more are have use it. If you be able to won’t please available a longer cable use that. a direct recommend We cable the best possible performance your from a longer cable have do not If you to use WiFi can you available your connect your The Ethernet cable can be can cable The Ethernet cables the other from detached if however, extend its reach, to your Can’t use the Ethernet cable? Ethernet the use Can’t 3.13 the see you’ll When complete it, you’re That’s home screen. your enjoy to up ready all set TVVirgin services!

No thanks, thanks, No . 3.12 the option be given will now You so it can remote up your set to follow this do To TV. your control screen. on the instructions do this rather would If you select can you later later maybe up set to on how Instructions be found can control remote your and extras in the Customisation this guide. at the back of section , then

green green new Hub new , check the Ethernet , check the Ethernet and your and your If you do not get a get do not If you up thumbs your on both connection cable box new instructions. the onscreen follow Red thumbs down? thumbs Red good isn’t connection Your TV services. for enough

has

and you’re all set. all set. and you’re Hub Virgin TVVirgin V6 box

streaming at high resolution. streaming Amber thumbs up? up? thumbs Amber is a little slow, The connection some issues may have so you Connection trouble? Connection Your Your new connection strength and show and show strength connection the following. one of up? thumbs Green your to a good connection Your new box will test the the will test box new Your

3 Install your TV 3 4 Connect manually Once connected you will see

Install your TV the following screen – press OK Install your Phone From the Connect to WiFi screen 4 Install your Phone to continue. select Search for WiFi networks Taking phone as well? with your remote and press OK. If you’re taking the phone service from us, you should have had a A list of local networks will be card through the letterbox confirming your new Virgin Phone is live displayed. Look for your network and telling you your new number. name. Unless you have changed it, it will look something like VM123456. You will then be asked for your password which Your TV box will now download Not taking Virgin Phone? the new software and restart. you should enter using your Skip ahead to the final section where new remote. Once restarted the installation you can find out how to make the most screens indicated in 3.9 to 3.13 of your new services from Virgin Media. will complete. Don’t forget to set up your remote as explained in 3.12.

Can’t see your network? If your network isn’t visible in the list you can click on Enter network name to search for it manually. This section will take about 5 mins 4 Transferred your 4.1 All done! old number? Plug your phone into the phone Congratulations, your new

Install your Phone socket. The correct socket will services from Virgin Media &extras Customisation If you’ve decided to transfer Customisation & extras look like the one shown with a are all set up and ready to use. your old number to us, please tick below. The port will be in Get more from your Virgin Media setup. remember this may take up the bottom section of the socket. to 10 days. In the meantime It may be marked with a Virgin Controlling your TV with your new remote you can use the temporary Media, Telewest or NTL logo. number we’ve supplied. We’ll Do more with your new kit be in touch when the transfer is complete. When your phone Troubleshooting is ready you’ll receive a card through the letterbox. WiFi Wins

Don’t know your number? If you didn’t get a door card letting you know your phone number, please dial 174 to find out what it is. You may get a call back from this. Customisation & extras

virginmedia.com/contact virginmedia.com/contact see our also go online to can You tips at videos and top to how virginmedia.com/help Talk to us us to Talk talk or to help more Need to Go online team? the to

new

new remote new your your – press and press – button on button

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and your and your Channel Up Channel – go to go to – new box new has a default PIN of 1234. PIN of has a default hold the your be rescued will beep so it can the sofa! of the depths from Controls Parental box Settings& Help select change, To choose screen, on the Home and follow Controls Parental instructions. the on-screen videos to How select TV, on your Screen Home Settings then Help. & Help FAQs virginmedia.com/v6help Accessibility help the serviceto guide for and with the visually impaired hearing. of hard Some essentials from the the Some from essentials TVVirgin guide: feature remote Find new and new box new can be found in the service in the service found be can Service guides. Quickstart pack. Do more with your new kit new your Do with more know need to Everything you your about Hub your with came guides that will select the the will select new box box new Your Your following just keep – right option screen. on the instructions . OK detected, more given will be you which may include instructions, of the make entering manually signals. TV for or scanning your provided with some questions with some questions provided the select to use the remote – and press right answer work, doesn’t If the initial code be automatically or one can’t Follow the instructions on screen. screen. on the instructions Follow will be you each stage At

Help . OK Virgin TVVirgin to enter the Help Help the enter to Program your your Program and go to Help Help and go to to control the the control to OK are switched on. on. switched are and press and press Home Home Press Press then select Settings, & and press Select area. remote box remote box and turn function volume TV on and off. your TV and your your sure Make box new You can use your your use can You Controlling your TV with your new remote new your TV with your Controlling

Customisation & extras Customisation & extras

new doesn’t work you you work doesn’t – check out the instructions the instructions check out – in the Troubleshooting section section in the Troubleshooting this. that follows If, after you tuck it away, your your tuck it away, after you If, remote new pair it with your need to box

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. Once . Once ‘Virgin TV Go’ ‘Virgin TV Go’ ‘Virgin TV Control’ Media account number. number. account Media to over Head some help? Need virginmedia.com/helptvonthego Go to your app store and and app store your Go to for search and the apps, downloaded you’ve My Virgin your sign in with username and password. Media registered already haven’t If you do can you Media, My Virgin for Virgin your it in the app with

and and lets you you lets lets you watch watch you lets Virgin TVVirgin box V6 V6 box at home. V6 box or TiVo box. That includes setting includes setting That box. or TiVo in the anywhere from recordings mobile or tablet using your world, or watching remote, as an extra TV Virgin your from recordings there’s an internet connection connection an internet there’s to on up with 3G, 4G or WiFi devices. registered two TVVirgin Control control TV Virgin box V6 your our TV apps are a match made made TV a match our apps are heaven. in telly TVVirgin Go TVlive and on wherever mobile or tablet your Get the Virgin TV Virgin apps TV Virgin Go and the Get Control Your

Customisation & extras Remote not working with your new box? Need help? Troubleshooting Speed test Your new remote can talk Need to pair your new Or, by using your new box and Most things are pretty easy Already called, but the If you have a red or amber

Troubleshooting to your new box in two ways: remote to your new box? new remote: to resolve – check out the new Hub still isn’t connecting? result screen or have been using Troubleshooting Troubleshooting advice on your new box for a while and Radio - this means that your Using your new remote: Press the Channel Down button If you’ve waited 30 minutes and this page for some top tips on are experiencing quality issues new remote doesn’t have to Go to Home > Help & Settings > on the front of your new box for the base light is not a solid white, how to fix common problems. when using streaming services, be pointing at your new box Settings > Devices > Remote 10 seconds. please check all the connections such as BBC iPlayer or YouTube, to work. Control Pairing. If you need further help or to your new Hub and turn it off Then, hold the Info button then please try the following tips to talk to the team, go to and on again using the switch on Infra-red - this means that your Press and hold the Info button down on your new remote for to improve your connection. virginmedia.com/help the back of the box. new remote has to be in line of down on your new remote for 7 seconds. The light on the top sight of your new box to work. 7 seconds. The light on the top of your new remote will flash of your new remote will flash green twice. Your new remote should Picture issues? green twice. automatically be paired with If the top of your new remote If you are having problems your new box to work with radio flashes red twice the pairing hasn’t with your picture, please make when set up. If you’re having worked. Move closer to your sure you are using the HDMI problems with your new remote, new box and give it another go. lead that is supplied with it might be that it’s not paired your equipment. You can complete a speed and you’re using infra-red instead. test at any stage by going to Home > Help & Settings > Help. Then scroll across the top menu to TV speed test. WiFi Wins

If you have a big house or a big house have If you might some rooms thick walls, signal. WiFi a weaker get these cover to Powerline Try it uses home – blackspots range. extend WiFi wiring to TVs and games consoles can can and games consoles TVs WiFi your monopolise and slow use a wired to better so it’s – a dedicated As it’s connection. the fastest get you’ll connection, an Ethernet Use possible speed. or Powerline. cable, Get rid Win #5: WiFi of blackspots WiFi Win #4: Use the best the Use Win #4: WiFi job the for connection smart like gadgets Needy

.

new Hub new talk to your gadgets. The 2.4GHz The 2.4GHz gadgets. your to talk has the longest range, frequency The longer distances. covering short covers 5GHz frequency best for so it’s faster, distances, near your gadgets best pick the can gadgets Your around move as you frequency losing signal, If you’re the house. off WiFi gadget’s turn your and on. WiFi Win #3: Get up to up to Get Win #3: WiFi gadgets your speed with to frequencies two Hubs use

, and in the open in the open new Hub new new Hub new – away from objects that can can that objects from away – and a WiFi, block and slow gadgets cordless clear of metre interfere. with signals that can your Reboot Win #2: WiFi boost a Hub for new on gadgets your to Hubs talk these call We invisible links. Sometimes, links ‘channels’. use these devices cordless other interference causing channels, WiFi. your slow which can your Reboot find the automatically it’ll channel. quietest WiFi Win #1: Find your your Find Win #1: WiFi place happy Hub’s new your Keep Here are some simple WiFi Wins that may help… may that Wins WiFi simple some are Here

new Hub new . You can can . You new box new Still not fast enough? Still fast not we work, won’t If WiFi use Powerline you recommend your connect to and from a Powerline purchase virginmedia.com/powerline

new box new . new Hub new furniture that might be blocking furniture the signal. possible. where connection position of your your position of or as possible. open as much Placing both units out in the units out both Placing such as items, any Moving the 5GHzSelecting WiFi Small adjustments to the to adjustments Small Detaching the Ethernet Detaching the Ethernet cable from the other the other from cable extend to its reach. cables     • • • Can’t move your new Hub Hub new your move Can’t box? new your to closer devices your move can’t If you try: can you nextother each to •  •

and new Hub new has come new box new new Hub new onnecting by Ethernet? onnecting by next to your next your to cable. an Ethernet with connect (after your your (after back online). connect? to WiFi Using your If possible move Check the cable is pushed in is pushed cable Check the ends. at both properly Powerline? by Connecting sockets Powerline your Reboot C

Troubleshooting SHARE THE EXPERIENCE £50 off foryou and Refer a friend today at a mate when virginmedia.com/raf they join

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