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MonkeyChop's avatar
MonkeyChop
Just joined
3 days ago

New customer - No phone line?

Hi I've just come across from Sky on a combo package that I thought had TV broadband & landline.

Box of equipment came with router, streaming box but no Tel adaptor socket.

I was told Sky wouldn't switch until I activated the Virgin kit, however on the day of delivery, Sky BB & telephone stopped working, so I had to install Virgin kit the same day.

Tried the phone in the Virgin wall mounted socket that I used prior to moving to Sky but dial tone is dead. Checked the router settings which advise that the  telephony is "disabled". My contract also has no telephone option highlighted on it.

Reading various threads etc. that are talking about digital switch over so need to use hub, people not being supplied with adaptors, people not being advised properly when switching over, losing their landline numbers etc. etc.

On line Chat doesn't deal with landline issues.

My questions:

  • am i supposed to have a land line (now it's digital is it included as std with BB) or is this something that I now need to upgrade to if i want it?
  • There's no upgrade option on my account for a telephone service (only mobile sims)?
  • Should I have received a telephone adaptor for the back of the hub? or are you expected to source this yourself?
  • Have i now lost my landline number as the switch hasn't been concurrent?

Any guidance much appreciated.

2 Replies

  • goslow's avatar
    goslow
    Alessandro Volta
    3 days ago

    Go back over your order info and double check what you ordered and whether it matches what VM has actioned for you.

    Any new VM landline would be via the TEL1 socket on the back of the hub and VM should supply the adapter for this.

    I am no longer with VM and am in a former NTL area served by coax cables. If I browse through new packages on the VM website, I can find no option that offers me a landline as part of a new package. I wonder if VM is no longer offering new landline connections via the old telephone network prior to its closure.

    If your Sky service is closed, and your landline number has not ben ported to VM, your original number is at risk of being lost while it is not associated with a new account/service.

  • Robert_P's avatar
    Robert_P
    Icon for Forum Team rankForum Team
    3 days ago

    Hello MonkeyChop

     

    Sorry to hear of the set up nad package concerns raised in your post, we appreciate you taking the time to raise this with us via the forums and welcome to the community.

     

    As goslow has advised,  have you been able to go over the contract documents sent once the deal had been agreed? These will outline what services were included, their individual tiers and overall cost of the package. Newer accounts with a landline included should now operate via the Hub but this would require an adapter which is usually included in the original equipment delivery.