Installation guide

1 2 3 4 5 Install Install Install Install Install Broadband Virgin TV Virgin TV Virgin TV Phone 360 box 360 Mini box Go app

30 mins 15 mins 15 mins 5 mins 5 mins This guide contains step-by-step instructions on how to:

1 Install Broadband 2 Install 360 box

Follow the step-by-step instructions Then follow the step-by-step instructions to install your new Hub and get your to get your 360 box up and ready to go. broadband connection working. This has

1 TEL to be done before we install your 360 box. 2

Automatic activation 1 2 HDMI Our new boxes automatically INT 3 Ethernet cable cable

activate when connected 4 correctly to the Virgin Media RESET wall socket, please follow 360 box these instructions to get set up.

COAX IN AUDIO SCART OUT HDMI USB INTERNET D.AUDIO POWER

Tip Set up all of your kit within Connector 12 hours to avoid any delay cables and get the services you have signed up to. Splitter Power supply Isolator cable 2 3 Install 360 Mini box 4 Install TV Go app

Then follow the step-by-step instructions to TV Go app lets you watch live get your 360 Mini box up and ready to go. TV and On Demand on your mobile or tablet on up to four

1 TEL 2 registered devices.

1

2

INT

3 HDMI cable

4

RESET

Install COAX IN AUDIO SCART OUT HDMI USB INTERNET D.AUDIO POWER 5 Phone 360 Minibox COAX IN AUDIO SCART OUT HDMI USB INTERNET D.AUDIO POWER Finally, we’ll get your home phone connected. Cable adaptor

Power supply Turn the page to get started 3 4 1

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

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

This section will take about 30 mins 5 1 1.1 1.2 Connect the end of the 1.5m Take the red-banded end of the i Different kind of Install Broadband Install isolator cable with the black isolator cable and push it firmly wall socket? band to the socket marked into the Virgin Media socket on ‘Wall’ on the connector cables. your wall.

Just push to fit Firmly push the end of the cables into the sockets. You can test they’re secure by checking they don’t move when pulled gently. If your wall socket has a plug attached to it, please make sure it’s plugged in and turned on at the wall.

Some flats or houses may have this style of socket. 6 1.3 1.4 1 Find the cable with the blue Connect the Ethernet cable i Where to put band on the end and connect to your Hub. Push it firmly Broadband Install your Hub it to the socket of your Hub. into place. You’ll get the best performance Push it firmly into place. Your Ethernet ports may face from your Hub’s WiFi if it is the opposite direction to the upright, out in the open and ones shown below. at least 1 metre away from cordless gadgets. If you have trouble with the quality of your WiFi signal please check out the tips in WiFi Wins at the end of this guide.

7 1 1.5 1.6 1.7 Connect the power supply Plug the power supply into Connect the power supply

Install Broadband Install for your Hub. It is the one with a mains socket. to your Hub, switch on at the the blue label on the wire. mains socket and then switch on your Hub.

8 Getting you connected 1.8 1 Your Hub will now make a When the WiFi light is on Your new WiFi network will be connection to our Fibre network. and the base light is solid white called something like VM123456. Broadband Install This will take a few minutes and you are ready to move on. The connection details are on the lights on your Hub will flash The arrows may still be the base of your new Hub and on as it connects. flashing green. a removable card as shown here.

30 minutes If you’re familiar with connecting to WiFi networks you can use Once your Hub is connected, these details to connect now or it can take up to 30 minutes follow the more detailed before your connection is instructions in section 1.8. stable. Check that all your cables are securely connected. Example only Connection issues? Please check the details on If you’re still having trouble your Hub – the details shown connecting after following here are just an example. all of the steps, waiting 30 minutes for your Hub to set up and making sure the connections are secure – call us on 0800 953 9500.

9 1 1.9 I want to connect with I want to connect with Install Broadband Install a tablet or mobile a Windows computer Connecting to WiFi is very Finding your network is easy similar on Android or on iOS. but it’s a bit different depending On your tablet or mobile go to on which version of Windows the settings area. Select WiFi you have. For Windows 10, from the list of options. Make 7 and Vista you’re looking for a sure it is on. network icon in the bottom right of your screen. It might look like: Your device will list all nearby WiFi networks. The one that you are looking for will be called something like VM123456. For Windows 8, that network Click on that network and icon can be found in the you will be asked to enter settings area, which is on the your password. Home screen marked by a Information on network name and password can be found on the base of your new Hub or Your WiFi network name will on the pull-out card as shown be something like VM123456. in 1.8.

10 1 Connect manually I want to connect with To connect manually with

Mac OS first, find the network Broadband Install To connect manually with a Mac computer on your computer. Click the Windows find the network on On Mac OS a list of networks network name then enter the your computer first, click the can be found under the WiFi WiFi password and click OK connect button and then enter the icon at the top of your screen. to confirm. WiFi password. Click to confirm.

Connect with WPS If your computer supports If this icon isn’t there you’ll need WPS you can use it to connect. to go to System Preferences > Find the network on your Network > WiFi. computer, click the connect Your network name will be button and then press the WPS something like VM123456. button on your Hub until the Trouble with WiFi? WiFi light flashes. It should Get more from your WiFi: If for any reason you’re having automatically connect. Check out our WiFi Wins trouble setting up WiFi, you in the Customisation & can connect to your new Hub extras section. with an Ethernet cable and use the internet to help you troubleshoot the issue.

11 1 Scan your WiFi You can use the Virgin Lights on your Hub Install Broadband Install Media Connect App During installation the lights to scan your home for will flash regularly. Once the WiFi blackspots. installation has finished and your new Hub is connected Once you’ve downloaded the the only light that will be lit is app you can also: the white light at the base. • Reboot your Hub 3 without If any of the other lights are lit, leaving the sofa (and tackle or the base light is any colour common connection problems) other than white, your new Hub • Connect to Virgin Media may have connection issues. WiFi hotspots when you’re Take a look at the new out and about Hub service guide or the • Share your WiFi password Troubleshooting section at with guests the rear of this guide for advice on how to fix any problems. Download for iOS or Android

12 Virgin TV 360 boxes

This is a 360 box. It is the bigger of the two. Please install this first.

This is a 360 Mini box. It is the smaller of the two. Please install this after the 360 box is set-up.

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2 Install 360 box Install 360 box For this section you’ll need:

360 box 360 box 360 remote New HDMI cable power supply

This section will take about 15 mins 15 2 2.1 Connecting 360 box 2.2 Attach the connector cable to the Hub Connect the other end of the

Install 360 box with the white end to the Ethernet cable to the rear There are two options for socket on the rear of your new of your 360 box. connecting your 360 box to 360 box by pushing it firmly your Hub. into place. Ethernet Did you know? If your 360 box is close enough Your box remote uses radio an Ethernet connection provides so you can hide it away the best connection. and still control it. For more information see Customisation WiFi & extras at the end of this guide. If your 360 box is too far away to connect the Ethernet cable, you can connect via WiFi instead. Keep following this guide from step 2.3. The instructions for WiFi set up are included later.

16 2.3 2.4 2.5 2 Use the new HDMI cable Connect the new power supply Plug your 360 box into a nearby provided to connect your for your 360 box. mains socket. Install 360 box 360 box to your TV. Take a note of the name of the HDMI port you have connected to, e.g. HDMI 1. Virgin TV 360 supports 4K, if you have a 4K TV connect to the 4K HDMI socket. If you’re unsure, check your TV manual.

17 2 2.6 2.7 2.8 Connect the new power supply Switch on at the mains socket Turn on your TV, then, using

Install 360 box to the back of your 360 box. and then use the switch at the your TV remote, press the Input, back of your 360 box to turn it AV or Source button. It may also on. You will see an amber light be a button with this icon: . on the front of your 360 box. Select the correct HDMI input for your 360 box. Example:

USB 2.0 USB 3.0 OPTICAL AUDIO

Using the right remote? You need to use your TV remote for this bit. Your 360 remote won’t work for finding your HDMI port yet.

18 2.9 Can’t use the 2 When you see the Welcome Ethernet cable? During the set-up process if your screen, you can pull the tab out 360 box can’t find an Ethernet Install 360 box We recommend a direct Ethernet of your 360 remote. connection to your Hub it will cable connection as this ensures show this screen. the best possible performance from your 360 box.

Starting up... If you do not have a long enough cable available you can use WiFi to connect your Hub and your 360 box.

Connecting with WiFi With your Virgin TV 360 remote highlight and select WiFi. There is a location selection screen if you connect via WiFi, Select “WPS setup” and follow not via Ethernet immediately. on screen messages Point remote at 360 box, select UK. To connect using WPS press the WPS button on the front of your Hub until the light flashes, then pressOK on your remote to continue. Your 360 box will attempt to connect automatically. Follow the onscreen instructions. 19 2 2.10 If the connection fails, select try Connect manually Your 360 box will now download

Install 360 box again to return to the Connect the latest software. From the Connect to WiFi to WiFi screen and follow the screen select your WiFi network. instructions on screen. 10 minutes Unless you have changed it, your The download will take up to network will be called something 10 minutes and will involve 1 like VM123456. You will then be restart where the screen will asked for your password which go back to the Please wait you should enter using your screen several times. 360 remote. At the end of the update you will see the following screen. 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. Your 360 box will now download the new software and restart. Scroll down and read the information before pressing OK.

20 2.11 2 When complete you’ll see the home screen. Install 360 box

21 22 3

3 Install 360 Mini Install 360 For this section you’ll need: Mini

360 Mini box 360 Mini box 360 Mini remote power supply

New HDMI cable Cable adaptor

This section will take about 15 mins 23 3 3.1 3.2 Connecting 360 Connect the short cable adaptor Attach the connector cable Mini box to the Hub

Install 360 to the connector cable that was with the white end to the There are two options for plugged into your old TV box if you socket on the rear of your connecting your 360 Mini box need to. Depending on the cable 360 Mini box by pushing it to your Hub. type this may require the spanner. firmly into place. WiFi Cable adaptor As 360 Mini boxes are usually Depending on which old TV set up in a second room, we box you have, you might not advise connecting via WiFi. Mini need to use the cable adaptor. Ethernet If your 360 Mini box is close enough to your Hub, Ethernet cable provides the best connection.

24 3.3 3.4 3.5 3 Use the new HDMI cable provided Connect the new power supply Plug your 360 Mini box into to connect your 360 Mini box for your 360 Mini box. a nearby mains socket. Install 360 to your TV. Take a note of the name of the HDMI port you have connected to, e.g. HDMI 1. Virgin TV 360 supports 4K, please make sure you check your TV instructions and connect

to the correct HDMI socket. Mini

25 3 3.6 3.7 3.8 Connect the new power supply Switch on at the mains socket and Turn on your TV, then using your

Install 360 for your 360 Mini box. then use the switch at the back of TV remote press the Input, AV your 360 Mini box to turn it on. or Source button. It may also You will see an amber light on the be a button with this icon: . front of your 360 Mini box. Select the correct HDMI input for your 360 Mini box. Example: Mini

USB 2.0 USB 3.0 OPTICAL AUDIO

Using the right remote? You need to use your TV remote for this bit. Your 360 Mini remote won’t work for finding your HDMI port.

26 3.9 Connect with WiFi 3 When you see the Welcome During the set-up process if screen, you can pull the tab your 360 Mini box can’t find Install 360 out of your 360 Mini remote. an Ethernet connection to your Hub it will show this screen.

Select “WPS setup” and follow on screen messages

To connect using WPS press Mini the WPS button on the With your 360 Mini remote front of your Hub until the light highlight and select WiFi. flashes, then pressOK on your remote to continue. Can’t see your network? Your 360 Mini box will attempt If your network isn’t visible to connect automatically. in the list you can click on Enter network name to search for it manually.

27 3 3.10 3.11 Connect manually The 360 Mini box will now When complete you’ll see the

Install 360 download the latest software. home screen. From the Connect to WiFi screen Select known WiFI network and At the end of the update you enter password when prompted. will see the following screen. A list of local networks will be displayed. Look for your network name. Unless you have changed it, it will look something like

Mini VM123456. You will then be Use the best connection asked for your password for the job which you should enter using If you’re having trouble 10 minutes your 360 Mini remote. connecting via WiFi and can’t The download will take up to connect with Ethernet, please 10 minutes and will involve 1 visit virginmedia.com/help restart where the screen will go back to the Please wait screen several times.

Your 360 Mini box will now download the new software and restart.

28 4

X4 Install TV Go app Go app Install TV Your 360 box and our TV apps are a match made in telly heaven.

This section will take about 5 mins 29 4 Watch telly wherever you are with the Virgin TV Go app Thanks to the TV Go app –

Install TV Go app Install TV available to Virgin TV customers at no extra cost You can access over 110 live TV channels on up to four devices, including Android, iOS, Windows 10 and PC/Mac. This includes BT Sport, FOX, Comedy Central and Sky One (depending on your TV package). You can also access On Demand content and stream to your heart’s content! (Again, content available is dependent on your package.)

30 4.1 4 Open the App Store or the Play

Store. Search for Virgin TV Go. Go app Install TV

For existing customers Got a MyVM account already? Use your Username (email address) and password to sign in to the app. Not yet registered? Just follow the on screen instructions. You’ll need your Account number and Area reference number to register, you can find this on a recent bill.

Need help Need some help? Head over to virginmedia.com/ helptvonthego

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5 Install Phone Install Phone For this section you’ll need either:

Phone cable Adaptor

Not taking Virgin Phone? Skip ahead to the next section if you have a second TV box or to the final section where you can find out how to make the most of your new services from Virgin Media.

This section will take about 5 mins 33 5 Transferred your 5.1 5.2 old number? First, disconnect the cable from Next, plug the other end of the

Install Phone the back of your phone. It should new cable into the top grey port, If you’ve decided to transfer pop out easily but depending on Port 1, on the back of your Hub. your old number to us, please your phone it may need a bit of remember this may take up to 10 elbow grease. Once you’ve days. In the meantime you can removed the cable, replace it use the temporary number we’ve with the one we have provided. supplied. We’ll be in touch when the transfer is complete. When your phone is ready you’ll receive an email and a text message.

Don’t know your number? If you didn’t get an email and text message letting you know your phone number, please dial 174 to find out what it is. You may get a call back from this.

34 5.3 No dial tone? Got devices 5 Allow a couple of minutes for the Make sure you are using the connected to your phone to be recognised by the new cable or adaptor. If your fibre phone line? Install Phone Hub. Then check the phone for phone is still not working, press a dial tone, and make a test call the WPS button on the front of If you have devices like care to check everything is working. your Hub. A green phone icon alarms, telehealth devices, should flash showing the phone fire alarms or security alarms Can’t remove the cable? is set up. If the phone light is connected to the fibre phone line, If you can’t remove the cable red or not showing, check the please check out our FAQs at from your phone, you’ll need connections to your Hub, reboot virginmedia.com/help/home- to use the adaptor provided. and try again. phone/virginphone or our Home Simply plug your existing cable Phone Guide. These connected into the adaptor and then plug Use the cable provided devices may not work in a power the adaptor into the top grey Even if the connections on cut or network outage. port, Port 1, on the back of the existing cable in your your Hub. phone look like the one we’ve sent, you will still need to change it. The connections may be slightly different and it could mean your services will not work.

35 5 All done! That’s it. All of your Virgin Media Important to know • Some connected devices Install Phone services are set up. Enjoy! • If there’s a power cut might not be compatible or network outage, with our fibre phone you won’t be able to line – please check with make or receive calls. the device manufacturer. • If you have accessibility • Devices connected to needs, call us on 0345 454 extension wiring and 1111 and we’ll send an sockets will stop working engineer to provide an after your phone service Emergency Backup device has been switched. at no extra cost that allows • Please keep the Hub 999 calls during outages. switched on 24/7, even • Any devices connected to overnight, or you won’t be your phone, such as care, able to make or receive calls. fire or burglar alarms will stop working if there’s a power or network outage.

36 Get more from your kit Get more from your kit Get more from your Virgin Media setup.

Controlling your TV with your new remote

Do more with your new kit

Download the Virgin Media Connect app

WiFi Wins

Troubleshooting

37 Controlling your TV with the remote

Power Personalise

Get more from your kit Voice Control Turn the Virgin TV Open the profiles Your new remote has voice 360 box on or off. menu to switch control to make navigation between them. quicker. With this feature Home TV you can perform various Here you’ll find actions, including: everything on your Go back to your box, in one easy menu. last-watched • Switch to a channel channel or live or open an app Guide TV from any menu. • Search for programmes The fastest way Context and content to find whats on. Get more info about • Navigate the guide what you’re watching • Control playback Back and accessibility options. Clever little way Access voice control at to navigate back. any time by simply pressing and holding the mic button Record and speaking. Try opening the episode guide by saying, Record 6 things while ‘Go to the Guide’. you watch a 7th you recorded earlier, Source or something on Switch between BBC iPlayer, Amazon your TV’s different or Netflix. inputs in a jiffy. 38 Do more with your kit Download the Virgin Everything you need to know Accessibility – If you require Media Connect App about your 360 box can be audio description or subtitles Get more from your kit You can use the Virgin found in the User guide that they are available through Media Connect App came with your QuickStart pack. settings > profiles. You can also to scan your home for use voice control to turn subtitles WiFi blackspots. on or off. Once you’ve downloaded the Talk to us app you can also: Need more help or to talk • Reboot your Hub 3 without to the team? Go online to leaving the sofa (and tackle virginmedia.com/contact common connection problems) You can also go online to see our • Connect to Virgin Media how to videos and top tips at WiFi hotspots when you’re User guide virginmedia.com/help out and about

Some essentials from the • Share your WiFi password Virgin TV guide: with guests Parental Controls – your Download for iOS or Android box has a default PIN of 1234. To change, select Settings on the Home screen, choose Parental Controls and follow the on-screen instructions. 39 Where to place the 360 box Set up Not only is your 360 box small If, after you tuck it away, your your amplifier

Get more from your kit and fast, but you can place it out remote doesn’t work you need If you want to set up your remote of sight too. Your remote doesn’t to pair it with your 360 box with your amplifier, go to Settings, have to have a line of sight to – check out the instructions select Audio & Video. work either. in the Troubleshooting section that follows this.

40 Here are some simple WiFi Wins that may help… WiFi Win #1: Find your WiFi Win #3: Get up to WiFi Win #4: Use the best

Hub’s happy place speed with your gadgets connection for the job WiFi Wins Keep your Hub in the open – Hubs use two frequencies to Needy gadgets like smart away from objects that can talk to your gadgets. The 2.4GHz TVs and games consoles can block and slow WiFi, and a frequency has the longest range, monopolise and slow your WiFi metre clear of cordless gadgets covering longer distances. The – so it’s better to use a wired with signals that can interfere. 5GHz frequency covers short connection. As it’s a dedicated distances, faster, so it’s best for connection, you’ll get the fastest WiFi Win #2: Reboot your gadgets near your Hub. possible speed. Use an Ethernet Hub for a boost cable, or Boosters. Your gadgets can pick the best Hubs talk to your gadgets on frequency as you move around WiFi Win #5: Get rid invisible links. We call these the house. If you’re losing signal, of blackspots links ‘channels’. Sometimes, turn your gadget’s WiFi off other cordless devices use these If you have a big house or thick and on. channels, causing interference walls, some rooms might get a which can slow your WiFi. weaker WiFi signal. You can use Reboot your Hub, and the Virgin Media Connect App it’ll automatically find the to scan your home for WiFi quietest channel. blackspots and then try Boosters to cover any blackspots – they use home wiring to extend the WiFi range.

41 Remote not working Picture issues? Need help? with your box? If you are having problems with Most things are pretty easy

Troubleshooting your picture, please make sure to resolve – check out the If your 360 remote is not you are using the new HDMI Troubleshooting advice on working with your box press the lead that is supplied with your kit. this page for some top tips on TV button and for 10 how to fix common problems. seconds and point at your box. Need help with setting up Phone problems? your kit for the first time? Press the WPS button on the Go to: virginmedia.com/QShelp front of your Hub. If the phone light shows green you may need Connected and have to use the adaptor provided to working services? connect your phone to the Hub. Please remember to check the Go to: virginmedia.com/help remote control batteries. If the phone light shows red, Still not fast enough? check the connections, reboot and try again. If WiFi won’t work, we recommend you use VM Boosters to connect your new Hub and new box. To find out more, visit virginmedia.com/help

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