Change to Fibre Landline

[cornishnud]

Hi

Told to plug new adaptor into hub from 5th July but service isn’t working and switched back to old socket.

Our neighbour plugged theirs in and lost Broadband/Wi-Fi connection. Now unplugged and fine

[Ilyas_Y]

Hi @cornishnud thanks for reaching out to us and a warm welcome to the Virgin Media Community Forums. 👋🏼

I'm sorry to hear about the issues with the changeover of the new phone line.
May I ask if you can plug the line back in to the new format and reboot the broadband hub?

Let us know how it goes.

Kind regards,
Ilyas.

[cornishnud]

Have done that several times still not working but works fine in the old socket 

[Ilyas_Y]

Thanks for the reply @cornishnud on the forums.

When you plugged it in to the Virgin Media router, which "TEL" port did you plug it in to?
Port: "TEL 1"?

Let us know.

Kind regards,
Ilyas.

[cornishnud]

Yes that’s right TEL1 

[Ilyas_Y]

Are you able to perform a hard reset on the Virgin Media hub?
Pop a pin in the reset pin hole, located at the back or underneath the hub for 40 seconds.

If this doesn't work, let us know and we'll investigate further.

Kind regards,
Ilyas.

[cornishnud]

Nope didn’t work

[Steven_L]

Thanks for coming back to us cornishnud, is the wall socket connection still active? If so, the migration hasn't yet happened.

Kind Regards,

Steven_L