Forum Discussion

rkbluemarlin's avatar
rkbluemarlin
Settling in
2 years ago

Fibre adapter not long enough, can I order a phone extension cable?

My home phone switched to fibre last month. We don't really use it so I haven't got round to plugging in the adapter until now. However the cable is way too short to reach the router. I can't move the router as it needs to be next to the PC. I can't move the phone as it's next to the only convenient power socket. As far as I can see I just need an extension cable, hardly worthy of an engineer's time, but I don't see why I should have to buy one. Can Virgin just send me one?

  • goslow's avatar
    goslow
    2 years ago

    Very likely a case of 'effort-versus-reward'. I think in some recent topics VM has sent out a phone extension cable upon request.

    How much effort it takes to actually get the thing from VM and whether it is the correct thing that actually turns up, only time might tell.

    A 5m cable is about £3-ish either online (such as eBay) or locally (Screwfix, Toolstation etc.)

  • Ashleigh_C's avatar
    Ashleigh_C
    Forum Team
    2 years ago

    Hi there rkbluemarlin 

    Thank you so much for your post and welcome to the community forums, it's great to have you here. 

    I am so sorry that you have faced this issue and thank you again for posting. We are not able to send out an extra cable unfortunately but I would be more than happy to pop you a private message so we can arrange for an engineer to come and take a look at moving the phone/hub. 

    If you would like me to do this just let me know and I'll pop a PM across. 

    • rkbluemarlin's avatar
      rkbluemarlin
      Settling in
      2 years ago

      Thanks Ashleigh but I've already said I can't move the phone or the hub. Sending out an engineer is going to cost far more than posting out a cable, and seems an over-complicated response to a simple problem. You're already asking people to plug the adapter into the Hub, and adding an extra cable is no more difficult than that. 

      • Beth_G's avatar
        Beth_G
        Forum Team
        2 years ago

        Hi rkbluemarlin

        Thanks for your reply. That's no problem at all and I'm sorry to hear this has caused some issues in set up. Sadly, we don't supply extension cabling so I'm afraid that it's not something we can send out to you.

        We can only apologise

  • goslow's avatar
    goslow
    Alessandro Volta
    2 years ago

    Very likely a case of 'effort-versus-reward'. I think in some recent topics VM has sent out a phone extension cable upon request.

    How much effort it takes to actually get the thing from VM and whether it is the correct thing that actually turns up, only time might tell.

    A 5m cable is about £3-ish either online (such as eBay) or locally (Screwfix, Toolstation etc.)

    • rkbluemarlin's avatar
      rkbluemarlin
      Settling in
      2 years ago

      You're right of course, but it's the principle. Virgin have caused a problem that I didn't have before, and I can no longer use a service that I'm paying for. I might just cancel the phone!

      • goslow's avatar
        goslow
        Alessandro Volta
        2 years ago

        Ironically, that might cost you significantly more than the phone lead as VM's bundle-pricing means removing the phone service might actually put your package price up!