Support > Unlimited internet support > What to expect after placing your internet Order
What to expect after placing your internet order
We're excited you have decided to join us and are working hard to get you connected to our unlimited internet service. Here's what will happen next:
  1. Order confirmation
    Within 24 hours of placing your order, we'll send you an email to confirm your order details. If you haven't received it, you might want to check your spam or junk folder (and add us to your contacts to avoid missing any future emails).
  2. Activation confirmation
    Within 3 business days, we'll send you an email or text message confirming the date and time your internet service will be activated. We'll also let you know if we need to send a technician to your home.
  3. Your internet modem Delivery
    We will ship your modem by courier within 72 hours after your order has been placed. When it's shipped, we'll send you an email with the tracking number. Just be sure to wait until your activation date before setting it up.
    Register for My internet to Track Your Order
    1. To register for My internet click here.
    2. Click on the Register now option found at the bottom of the screen.
    3. Enter your unlimited internet account number, postal code and the email address used to sign up.
    4. Enter and confirm your new password. Click Continue.
    5. Your registration is now complete. Click on Log In to My internet to manage your unlimited internet service.
    My internet support is available here.
    My internet gives you access to your Virgin Plus unlimited internet service, and is accessible from your computer, tablet, or smartphone:

    1. Access your unlimited internet account 24 hours a day, 7 days a week.
    2. Track the progress of your recent order.
    3. View your account balance and make a payment.
    4. Set up and manage your pre-authorized payment details.
    5. View your billing history.
    6. Sign-up for e-Billing to receive your monthly invoices by email.
    7. Manage your account profile.
    8. And more
  4. Service Activation
    1. On the day and time your service is active, go ahead and connect your modem. Just follow the 3 or 4 easy steps in the set-up guide we sent along with your modem.
    2. If your internet service isn't working after your time window has passed, or if you need help setting up your modem, please give us a call at the numbers here.
    Technician Assisted Installation
    We might need to send a technician, depending on your home, to redirect the wiring to our network. (If so, we would have confirmed this in the email we sent confirming your activation date.) Here's what to expect:

    The technician will try to complete the installation from the outside. If they need to enter your home, they will call the phone number on your account information, so please keep your phone handy.
    A few more details about your technician appointment:
    • An adult 18 years or older must be home when the technician arrives.
    • A technician from a local cable internet company will complete your Virgin Plus internet installation.
    • You may receive a phone call or text about your appointment directly from the local cable internet company that will complete your Virgin Plus internet installation.
    • The technician will complete the installation outside of your home. Should inside access be required, the technician will let you know.
    • If you live in an apartment, please reach out to your property manager prior to the appointment and ensure the technician can access the phone or cable lines.
    If you have any questions about your order or your technician appointment, please get in touch with us right away! Here are the ways you can reach us here.