Forum Discussion

Gazza101's avatar
Gazza101
Tuning in
2 years ago
Solved

House Alarm

Hi. On the 11th August 2023, my landline home phone will switch to the fibre network. My house alarm is currently connected to my landline phone so if my house alarm activates the alarm will phone my mobile to inform me of the activation. I believe I will lose this feature with the switchover. Does anyone have any ideas on how I can keep this feature which is know as Vo-Comn.
Regards.  

 

  • goslow's avatar
    goslow
    2 years ago

    If your alarm system simply dials a number you programme into it and plays a pre-recorded message to notify you of an alarm activation (a voice dialler), then you need to ask VM to modify your phone wiring so that your existing extension sockets around your home (including the alarm) are linked to the new phone connection on the hub. VM should offer to do this free of charge.

    With the new phone arrangement though, the VM landline may not work if the hub is offline for any reason. Under those circumstances your alarm would not be able to connect to your landline.

    Some people can live with this limitation. Some have chosen to fit fail-over arrangements so if the landline is down the connection fails over to a mobile connection. Some people have chosen to convert their alarm to a mobile only connection (although modifying the alarm panel comes in varying degrees of expense to the customer).

    Based on topics on here, alarm companies have not held back in trying to sell customers new alarm systems off the back of the VM phone changeover, if they think they can get away with it.

    The default cut/paste answer for getting VM to rewire your phone extension sockets to the VM hub is ...

    Ask VM (via the VM forum team on here, when they reply to this topic) to modify your home phone wiring so you can use your existing landline extension sockets via the phone connection from the VM hub.

    VM should offer to do this free of charge for you as part of the switchover process.

    Make sure they make modifications to your phone wiring so you can keep each piece of equipment in the same place (rather than the offer which sometimes crops up on here to move the hub to a different location)

    Refer here

    https://www.virginmedia.com/help/landline/switchover

    Do I need to book a technician visit?

    You’ll need to book a free technician visit if...

    • You rely on your landline for accessibility needs or don’t have a mobile to make an emergency call – we’ll provide you with an Emergency Back Up Line so you’re always able to call emergency services.
    • You’ve got connected devices such as a burglar alarm linked to a control centre, use a telecare device, or have other phones connected to extension sockets. You’ll need to contact your provider and let them know about the switch if you have any of these to make sure they’re compatible with a fibre service.
    • The Hub and your home phone can’t be placed near each other.
  • Zach_R's avatar
    Zach_R
    Forum Team
    2 years ago

    Hi Gazza101,

    Thank you for your post and welcome back to our community forums. We're here to help.

    I'm very sorry to hear that your house alarm may not be compatible following the forthcoming switchover. It'd be best to speak with the manufacturer of the alarm to see what they'd suggest as they may have a workaround.

    Thanks,
     

    • Gazza101's avatar
      Gazza101
      Tuning in
      2 years ago

      Hi Zack_R
      Thanks for your reply. Can Virgin Media not modify my home phone wiring so I can use my existing landline extension sockets via the phone connection from the VM hub? That way the alarm system would continue to work. 

      Regards

      • Zach_R's avatar
        Zach_R
        Forum Team
        2 years ago

        Hi Gazza101,

        The purpose of the switchover is that the landline service and the wiring that provides that service are being disconnected and discontinued, which is gradually happening across the country and with all providers. As such, connecting your alarm to that eventual non-service will impact its functionality.

        As I advised earlier, it'd be best to speak with the manufacturer to the alarm to see if it will operate as intended via a 21CV service and if they need to do anything on their end to facilitate it being functional. If not, they may have a workaround.

        If it's not compatible then any rewiring on our end won't provide a resolution.

        Thanks,
         

  • goslow's avatar
    goslow
    Alessandro Volta
    2 years ago

    If your alarm system simply dials a number you programme into it and plays a pre-recorded message to notify you of an alarm activation (a voice dialler), then you need to ask VM to modify your phone wiring so that your existing extension sockets around your home (including the alarm) are linked to the new phone connection on the hub. VM should offer to do this free of charge.

    With the new phone arrangement though, the VM landline may not work if the hub is offline for any reason. Under those circumstances your alarm would not be able to connect to your landline.

    Some people can live with this limitation. Some have chosen to fit fail-over arrangements so if the landline is down the connection fails over to a mobile connection. Some people have chosen to convert their alarm to a mobile only connection (although modifying the alarm panel comes in varying degrees of expense to the customer).

    Based on topics on here, alarm companies have not held back in trying to sell customers new alarm systems off the back of the VM phone changeover, if they think they can get away with it.

    The default cut/paste answer for getting VM to rewire your phone extension sockets to the VM hub is ...

    Ask VM (via the VM forum team on here, when they reply to this topic) to modify your home phone wiring so you can use your existing landline extension sockets via the phone connection from the VM hub.

    VM should offer to do this free of charge for you as part of the switchover process.

    Make sure they make modifications to your phone wiring so you can keep each piece of equipment in the same place (rather than the offer which sometimes crops up on here to move the hub to a different location)

    Refer here

    https://www.virginmedia.com/help/landline/switchover

    Do I need to book a technician visit?

    You’ll need to book a free technician visit if...

    • You rely on your landline for accessibility needs or don’t have a mobile to make an emergency call – we’ll provide you with an Emergency Back Up Line so you’re always able to call emergency services.
    • You’ve got connected devices such as a burglar alarm linked to a control centre, use a telecare device, or have other phones connected to extension sockets. You’ll need to contact your provider and let them know about the switch if you have any of these to make sure they’re compatible with a fibre service.
    • The Hub and your home phone can’t be placed near each other.
  • Gareth_L's avatar
    Gareth_L
    Forum Team
    2 years ago

    Hello Gazza101

    Thanks again for your reply.

    I can arrange for the existing sockets to be rewired for you.

    If you don't mind, I will need to send you a private message to pass security, and get this booked in.
    If you can check your logo at the  top right of your screen that would be great. 
    Regards     
    Gareth_L
     

     

     

    • Robinsn5's avatar
      Robinsn5
      Joining in
      2 years ago

      Hi I have the exact same issue. Can you help me with a rewire? 

      • Paul_DN's avatar
        Paul_DN
        Forum Team
        2 years ago

        Hi Robinsn5,

        Thank you for reaching out to us in our community and welcome, sorry to hear you have some concerns around our Landline Switchover, has your line been switched over, what is it you are unable to connect?

        Regards

        Paul.

  • DonDan27's avatar
    DonDan27
    Joining in
    2 years ago

    HI,

    I have the same issue with the alarm set up. Can someone contact me to arrage for the existing sockets to be rewired?

    Thanks

    • Joseph_B's avatar
      Joseph_B
      Forum Team (Retired)
      2 years ago

      Hey DonDan27,

      I can certainly go about looking into this with you, for me to do so I will need to confirm some information with you in a quick private message.

      Joe

    • Joseph_B's avatar
      Joseph_B
      Forum Team (Retired)
      2 years ago

      Hey DonDan27,

      Glad we were able to have that quick private chat and go about sorting out the technician booking with you, you can track this appointment via our website here and make any changes necessary.

      Joe

  • HammyOWC's avatar
    HammyOWC
    Joining in
    2 years ago

    Hi,

    I have the same issue with the alarm set up. Can someone contact me to arrange for the existing sockets to be rewired?

    Thanks

    • Vikki_M's avatar
      Vikki_M
      Forum Team
      2 years ago

      Hi HammyOWC

      Thank you for your post and welcome to our community.

      Just to clarify please, do you need an extension socket rewiring to the hub?

      When is your switch over due to take place please?

      Please pop back to us when you can. 

      • HammyOWC's avatar
        HammyOWC
        Joining in
        2 years ago

        The switch over was on 24th October, my alarm system need a phone line to play pre-recorded message to notify of an alarm activation, but is too far away from the hub.

  • mojum's avatar
    mojum
    Joining in
    2 years ago

    Hello,

    I am also in the same predicament since my phone line was changed involuntarily to VOIP recently, I need my extensions rewiring to the hub since I have lost the use of the alarm system calling out. 

    Can anyone from Virgin please assist?

    Thanks.

    • Sabrina_B's avatar
      Sabrina_B
      Forum Team
      2 years ago

      Hi mojum 👋.

      Thanks for reaching out to us. Apologies you are having issues with the alarm system connected to your phone. You would need to reach out to the company that provides your with your security system as they have the ability to convert the system to the newer system.

      Sabrina

      • goslow's avatar
        goslow
        Alessandro Volta
        2 years ago

        I think mojum is asking for a VM tech visit to reconnect their telephone wall sockets after the phone switchover which, in turn, should allow their alarm system to dial out once again.

        Buying a new alarm system would be a rather expensive, and probably unnecessary, alternative solution to the problem!

  • goslow's avatar
    goslow
    Alessandro Volta
    2 years ago

    Alarms, linked to extension sockets, are explicitly mentioned here for a free tech visit

    https://www.virginmedia.com/help/landline/switchover

    where it states

    You’ll need to book a free technician visit if...

    * You’ve got connected devices such as a burglar alarm linked to a control centre, use a telecare device, or have other phones connected to extension sockets. You’ll need to contact your provider and let them know about the switch if you have any of these to make sure they’re compatible with a fibre service.