[BenMcr]

With a self-install option the tech goes to the street cabinet and will hook up the wire that should run to your property to the bits that then tie that line to your account.

If your line isn't working however, the tech may have hooked up the wrong wire.

So someone else's phone socket in another property may be connected to your billing account

So if they notice they suddenly have a working phone socket and make a call, you get billed for it.

Which is why you should speak to Virgin and get it working correctly