Installation FAQs
What is self-install?
Self-install is a free service that lets customers assemble and install their Virgin Media package themselves. Instead of making an appointment for a technician to visit your home and install the new equipment, we courier everything you need to connect it yourself. We can even arrange for the equipment to be sent to your work address or Parcel Motel, so your week never skips a beat.
Everything you need is included with your delivery, but if you need help at any time, you can find all the info to get you up and running in our New Joiner Section
Get in touch with our Help Desk by calling 1908, Monday - Friday, 9am to 9pm, and on Saturdays from 9am to 6pm. They’ll have you sorted in no time.
Still having problems after attempting self-install? No problem, we can send one of our Virgin Ninjas to get you up and running.
What is Tech Install?
Not into DIY? No problem, our experts are here to get you connected. Just select the “Tech Install” option during the ordering process, and our technicians will come to your house and install your services for a nominal €50. Let our Red House Ninjas visit your home, and get the best WiFi and entertainment setup possible. Click here to see what happens in a Red House visit.
After your order is confirmed, we'll send you an SMS to let you know the day and time that one of our engineers will be calling to you. Having our expert techies install your services lets you sit back and relax with the knowledge that everything will be set up right.
If you prefer, you can always choose to connect your equipment yourself using our easy-to-follow self-install option.
How can I track the delivery of my self install order?
Itching to get started? If you have opted to install your new service(s), your equipment will be delivered by our courier, Nightline, within 24 to 48 hours after your order has been placed. They will also text you to confirm the delivery date and provide you with a tracking reference number and unique bit.ly URL, so you can monitor your package’s status
Simply click on the bit.ly URL, and you will be brought to a personalised webpage with the delivery’s details. You can also change the delivery date or address on this page, or arrange to collect the equipment from your local depot.
If you need support on your delivery, Nightline Support is available by calling 1890 341 818 Monday – Friday, between 9am and 6pm. They’re also available from 8:30am to 12:30pm on Saturdays. They’re lovely.
How can I change the delivery date or address of my new Virgin Media equipment?
We’re in the business of high-speed connections, so it makes sense that our deliveries are high-speed too. If you have chosen to self-install the new service from us, your equipment will be delivered the next day (Monday to Saturday) by our courier service, Nightline. This will be confirmed by an email and text, so you know to expect us.
Both the email and text message will contain a unique tracking ID and a bit.ly URL web link. When you click the link, you will be brought to a unique webpage where you can reschedule the delivery date or change the delivery address.
Once you click on the link you will arrive at a screen where you will be asked to enter your mobile number to confirm you’re you. See image below:
After you’ve entered your number and clicked “Submit”, you will be directed to the screen below:
If you are happy with the new delivery date then you don’t have to do a thing (other than be home to accept the package). If you would like to change the delivery date or the delivery address, simply click on the appropriate button.
After that, just enter the required new details, and click “Submit”.
When the change request is made, Nightline will send another email and text message to confirm the time of the delivery, within a two hour window:
"Today's the day! Your Virgin Media order will be delivered by Nightline between [WINDOW START] to [WINDOW STOP]. To reschedule visit http://bit.ly/1Qwxhf0 or call 1890341818"
Please note that the courier will always email and text, but not call to confirm the delivery. Nightline Support is available by calling 1890 341 818 Monday – Friday, between 9am and 6pm. They’re also available from 8:30am to 12:30pm on Saturdays.
What times can I arrange Tech Install?
You’re a Virgin Media customer now – the only finger you should be lifting is the one on the remote. We have a whole team of engineers ready to install the equipment you need Monday – Saturday, 9am to 5pm. And, if your week is too busy, we’re happy to schedule Saturday appointments as well. When you’re ready to schedule an installation, you can ask for an AM (9am – 1pm) or a PM (1pm – 5pm) slot.
To make sure we’re still on, we’ll send a text message the day before to remind you of the appointment. To be extra careful, the engineer will contact you when they’re on their way, so everything goes as planned. All appointments are booked for the next available date, but if the appointment date or time doesn't suit, no worries. Simply reply to the SMS we sent the day before your installation, and we’ll cancel that day’s delivery.
Additionally, if you change your mind after placing your order and want to self-install, no hassle. You can cancel the order up to the day before your installation. Again, just reply to the reminder SMS we sent you. Nice and simple, like it should be.
Are installation slots available in the evening or at weekends?
Weekdays don’t work for everyone, which is why we’re happy to schedule a Saturday installation. Unfortunately, our technicians are not available on Sundays, or after 6pm from Monday to Saturday. If Sunday’s a must, you can use our new Parcel Motel programme.
Can I arrange to install my service at my new address myself or will a technician be required?
That depends. More often than not, you can install our equipment yourself, but in some cases a technician is required. These cases could range from the age of the house, to the type of services you have ordered. Please contact 1890 940 140 and a member of our House Move Team will be able to confirm your options.
If you decide to install the services yourself, our courier Nightline will deliver the equipment to your home or work address. If you are having any difficulty with setting up the equipment, don’t worry: you can always call our House Move Team on 1890 940140, Monday – Saturday, 9am to 9pm. The call centre is closed Sunday, but don’t worry, we’ll find a way to sort you out.
How can I receive my order via 'Parcel Motel'?
Self-installation is easy. Home or work delivery is convenient. Parcel Motel is fool proof. With this simple concept, there are no more missed deliveries, interruptions at work, and no more time restrictions – because when you pick up your package is completely up to you.
The Parcel Motel network is made up of over 10,000 lockers in over 124 different locations around the country. So wherever you are, there's a good chance that there is a Parcel Motel near you.
Follow the steps below to get your order delivered via Parcel Motel:
1. Once your order is complete you will receive a text message or an email within 24-48 hours from Nightline, our courier delivery company.
2. In the text you will receive a link to 'Manage Your Delivery'.
3. Once you click on 'Manage Delivery' you will be given 4 options. Select the option 'FREE Delivery to Parcel Motel'.
4. You will be given a list of Parcel Motels in your area. So you can select the Parcel Motel that suits you.
5. Once you select the best location, you will need to confirm the selection as below.
6. Once confirmed, the new delivery address and date will be updated as below.
7. You will then receive another text message to confirm that the delivery has been redirected to Parcel Motel. The text message will also include the tracking ID. You can then track your order using that ID number.
8. Once your Virgin Media order is ready for collection you will receive another text or email. This text message and email will include the collection PIN number. See below:
9. When you get to the designated Parcel Motel you will need to enter your mobile number followed by collection PIN number. One of the locker doors will then open automatically and you can collect your order.
Please note: If you don't collect after 48 hours your order will be returned to the depot and you will receive a text message with a link to 'Manage Delivery' so you can rearrange the delivery.
Important Information:
1. Changing your delivery option will add an extra one day to delivery.
2. You have 48 hours to collect the package. You will get a reminder text message after 24 hours. After 48 hours of no collection you will receive a text message notifying you that the parcel will be returned to the depot.
3. Parcel Motel is only available for Broadband, TV and Home Phone customers, and not available for Virgin Mobile customers.
Once you select the one the location that suits you, you will need to confirm the selection as below.
Once confirmed the new delivery address and date will be updated as below.
5. You will then receive another text message to confirm that the delivery has been redirected to Parcel Motel. The text message will also include the tracking ID number for Parcel Motel. You can then track your order using that ID number. This is answered in the below FAQ.
6. Once your Virgin Media order is ready for collection you will receive another text or email. This text message and email will include the collection PIN number. See below:
7. When you get to the designated Parcel Motel you will need to enter your mobile number followed by collection PIN number. One of the locker doors will then open auotomatically and you can collect your order.
8. If you don't collect after 48 hours your order will be returned to the depot and you will receive a text message with a link to 'Manage Delivery' so you can reaarange the delivery.
Important Information:
1. Changing your delivery option will add an extra one day to delivery.
2. You have 48 hours to collect the package. You will get a reminder text message after 24 hours. After 48 hours of no collection you will receive a text message notifying you that the parcel will be returned to the depot.
3. Parcel Motel is only available for Broadband, TV and Home Phone customers, and not available for Virgin Mobile customers.
How do I contact Virgin Media for assistance with setting up my new service?
We want to take any stress out of setting up your new service, so we’re here to help. You can check out our Support Page, contact a member of our team on Live Chat, or speak to us by calling 1908 and selecting Option 2. We’re on hand and ready to help Monday - Friday, 9am to 9pm, and on Saturdays from 9am to 6pm. You’ll be up and running in no time.
Where can I find a Virgin Media Retail Seller?
If you want to see our equipment in action, all you have to do is visit any of our retail sellers. This includes DID Electrical, Currys, PC World, Carphone Warehouse, Arnotts and Harvey Norman. You can speak to a professional salesperson, go through our broadband packages, explore home phone and mobile offers, and explore some of the newest technology on the market.
Check out our Locator Map, find a retailer near you and let Virgin Media show you a new world of entertainment.
How do I install my Virgin Media service if there is no connection box in my home?
If you do not have Virgin Media connection box in your home a technician will be required to assist you with installing your service(s). Also due to differences in connection boxes, not all connections are suitable for self-install. A member of our team will confirm if your connection box is eligible or if a technician is required.
If you are having any difficulty in setting up any of your service(s) please contact us on live chat or on the phone and a member of our team will be happy to help.
