Forum Discussion

roganty's avatar
roganty
Joining in
2 months ago

Telephone disabled in new Hub 3

I recently received a replacement Hub 3 for one that was showing a solid red light, but I've just discovered that the phone is not working.

History, the red red light appeared on the old Hub 3 about Jan/Feb 2024 and it came with some WiFi issues intermittent loss of signal/slow down in speed/loss of internet. So I brought myself a router and switched the Hub 3 to modem mode.

And everything worked.

This year my contract was up in May and I finally got around to getting a replacement. The first one to turn up was damaged in transit (There was something loose inside the Hub). The second turned up I plugged it in changed the password and switched to Modem Mode. And then I went away on holiday.

Today I go to use the phone and no dial tone. Signed into the Hub settings and it says Telephony (Disabled)

Is that because the Hub is in Modem mode, or is there another problem?

Thank you for your help

home phone
Hub3
Landline
Phone
telepony

14 Replies

  • Client62's avatar
    Client62
    Alessandro Volta
    2 months ago

    Being in Modem mode does not prevent the VM Hub 3 from providing a telephone service.

    VM should be able to re-enable the telephone service on the replacement Hub 3.

    • roganty's avatar
      roganty
      Joining in
      2 months ago

      Yeah that's what I thought seeing as the phone worked in modem mode with the old Hub

      Do you have a phone number I can use to contact VM 🤣

      • Matthew_ML's avatar
        Matthew_ML
        Icon for Forum Team rankForum Team
        2 months ago

        Just to confirm sorry you are using the hub we've sent aren't you and not one you've bought? We can help on here or our number is 0345 454 1111

  • Matthew_ML's avatar
    Matthew_ML
    Icon for Forum Team rankForum Team
    2 months ago

    Hey roganty, thank you for reaching out and we are sorry to hear about your phone line issues.

    Just to confirm you are using a router which we've sent you not one that you bought?

    Have you tried it without being in modem mode?

    Have you tested the handset?

    • roganty's avatar
      roganty
      Joining in
      2 months ago

      The replacement was sent from VM via Yodel and activated 21st May.

      I'm not sure how to test the handset, but I have tried phoning the landline and I go straight to voicemail.

      I did try rebooting the Hub and watching the symbols on the front and a phone symbol did not appear.

      Maybe I put the Hub in modem mode before VM had activated the new kit??

      Trying none modem mode now...

      • Matthew_ML's avatar
        Matthew_ML
        Icon for Forum Team rankForum Team
        2 months ago

        Let me send you a DM whilst you try anyway so you can update us in real time. Please look out for my DM 

  • roganty's avatar
    roganty
    Joining in
    2 months ago

    I've had an engineer around to have a look. He was stumped as well.

    He installed a new Hub, and even tried a test phone he had in his van, still nothing.

    He phoned up and asked for a line test and it seems that the first replacement Hub was still active on my account.

    I now have to wait for that Hub to be deleted off of my account and then hopefully I'll get the phone back

    • Kath_P's avatar
      Kath_P
      Icon for Forum Team rankForum Team
      2 months ago

      Thanks for providing an update on things here roganty. 

      We're happy to hear the engineer was able to help get to the bottom of things. 

      If you have any further issues, please pop back to Matthew via PM 😊

      Many thanks, 

      • roganty's avatar
        roganty
        Joining in
        2 months ago

        Still not working 😭

        Just PM'd Matthew ☺️

  • roganty's avatar
    roganty
    Joining in
    2 months ago

    It's working!!

    I don't what they did, but this is now Hub number 4!!

    When they left they said that there was nothing left that technicians could do and that it was up to the operations centre.

    I don't know what they did or what the issue was but it's now all working

    • David_Bn's avatar
      David_Bn
      Icon for Forum Team rankForum Team
      2 months ago

      Excellent news roganty, and thank you for the update!

      Do feel free to report back to our Community Forums if you require any further help or assistance with your Virgin Media services.

      Thanks,

      David_Bn