Change to telephone service

[albertz11]

Just had a letter  ( and  adapter ) saying virgin telephones will need to be connected to the Hub. My hub is 25 feet from my telephone . How does Virgin propose this works for me ? I also do not have a power point vacant near the Hub to power a telephone. Another silly idea from Virgin, my phone works perfectly as it is. Can I cancel the telephone part of my package?

[Matthew_ML]

Hey albertz11, thank you for reaching out and I am sorry to hear about your phone line issue.

We are moving all our phone lines to the VOIP line which is a new modern line where you plug it into the back of the router.

If this is the case you could have a long wire going through your house, however you can also cancel the telephone if you wish. Thanks

[albertz11]

I’m not prepared to go to the expense of running cables through my house. This is Virgin at their best, we are doing this and basically tough . How do I cancel the phone side of the package?

[Matthew_ML]

Hey albertz11, thank you for letting me know this. 

Unfortunately we don't deal with package changes via this channel but you can log into your online account and do it there or ring the contact centre on 0345 454 1111 they are open between 8AM- 9PM Monday - Friday or 8AM-6PM Saturday and Sunday.

[goslow]

---

@albertz11 wrote:

I’m not prepared to go to the expense of running cables through my house. This is Virgin at their best, we are doing this and basically tough . How do I cancel the phone side of the package?

---

Ask VM (via one of the VM forum team on here) to modify your home phone wiring as part of the switchover process so you can use your existing landline extension sockets via the phone connection from the VM hub. This may involve some additional phone wiring but should be possible to do whilst minimising disruption.

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.

[Vikki_M]

Hi @albertz11

The phone would be connected directly to the hub via the adaptor. 

If, however, you would like the phone handset in a different location, we can arrange an engineer to visit to look at extending the cable for you. There wouldnt be a charge for this.

Please let us know how you wish to proceed.

[albertz11]

I KNOW the connection is by the adapter but my phone set is a long way from the Hub, I certainly don’t want cables running round the skirting boards or under carpets. Also I am not prepared to move the Hub to suit, we as customers should mot be inconvenienced because Virgin want to meddle with a service that already works perfectly.

[jem101]

---

@albertz11 wrote:

I KNOW the connection is by the adapter but my phone set is a long way from the Hub, I certainly don’t want cables running round the skirting boards or under carpets. Also I am not prepared to move the Hub to suit, we as customers should mot be inconvenienced because Virgin want to meddle with a service that already works perfectly.

---

In VM’s defence, they don’t really have too much choice in the matter, OFCOM have mandated that all fixed line telephony be provided via an ‘internet connection’ with the aim that this be all completed for all providers by 2025 when the existing telephone exchanges are all closed down.

If neither running cables to the current phone handset location from the hub, nor moving either the hub or phone is acceptable, then you do, of course have the option of cancelling the phone part of the package, but just be aware that because of how VM price their package bundles, you may find that your monthly bill goes UP for the privilege of not having a phone! You’ll need to talk to them to find out what the new cost would be.

If you find that your monthly bill, does actually go up, then the best thing would probably be to do nothing, disconnect the phone, stick it in a cupboard and just forget about it.

[Natalie_L]

Thank you for your reply albertz11. 

I am very sorry for any concern or inconvenience the change is causing. 

In order to to retain the phone service, we would need to have it connected to the Hub. 

If you do not wish to proceed with the relocation of the equipment, we can arrange to have the phone service removed from your package. 

Please let us know how you wish to proceed. 

Thanks, 

[goslow]

---

@albertz11 wrote:

I KNOW the connection is by the adapter but my phone set is a long way from the Hub, I certainly don’t want cables running round the skirting boards or under carpets. Also I am not prepared to move the Hub to suit, we as customers should mot be inconvenienced because Virgin want to meddle with a service that already works perfectly.

---

As advised by jem101, this change is coming to all landline providers, like it or not

https://www.futureofvoice.co.uk/

In regards to the wiring work VM would need to do, they would need to place a phone socket next to the socket for the VM hub and plug the hub's phone connection into that new phone socket. From that new phone socket VM would need to run a phone cable to link in to your existing extension sockets ('backfeeding' the phone connection from the VM hub into the telephone socket wiring).

How exactly they do this will depend on the layout of your existing cables and sockets. If your existing phone connection and the coax cable for the hub converge in the plastic omnibox outside, then any new phone wire could follow the same route as the coax cable for the hub, so minimising any additional wiring and following an existing coax cable path. Any join in the phone connection could be made outside in the omnibox. The exact details would be for you to work out with the VM technician doing the work to your requirements and depending on your existing setup and would depend on your existing arrangement of cables and sockets. VM should do this free of charge.

If you do not wish to entertain any wiring changes at all to accommodate the above, you could use cordless phones (but at a cost to purchase to you). Plug the base station into VM hub and use cordless handsets around the home as required.

If none of the above suits, then you could abandon your landline service and see if you can get your other services at reduced cost. VM does, however, apply bigger discounts to more bundled services so keeping the landline (whether you use it or not) may keep your package price down compared to a no-landline price.