Connecting landline to hub

[ianafford]

Been having problems with my landline not working for some time, rang VM and they sent me a Hub 3 to replace the old cable modem I had.

I understand that I am now to connect the landline to the Hub 3, but having done this, I don't get a connection.  The admin page for the hub says Telephony (disabled)

What more do I need to do?

[John_GS]

Hi @ianafford

Thanks for getting in touch. I've checked the system and you're on the old school phoneline, still via the wallsocket. We'll be in touch when it's time to migrate 🙂

Please try connecting it back for me and let me know how you get on

Best wishes,

[ianafford]

The phone socket doesn't work, when I reported it to VM, they sent me a Hub 3, looks like I've been sent on a wild goose chase

[John_GS]

If you had an older hub than the three, you'd have needed a new hub regardless as eventually when we do the migration, you'd be sent one.

What happens when you try and call the landline please?

Best,

[ianafford]

When a caller calls, they get a ringing tone, but our phone never rings, we get no dial tone, and cannot ring out.

Ian

[Vikki_M]

Hi @ianafford

Thank you.

Can I just clarify please, have you ever been sent an adaptor to connect the phone to the hub?

Or were you just send the hub?

Please pop back to us when you can.

[ianafford]

No, not sent an adaptor, bought an RJ11 cable 

[Vikki_M]

Okay thank you @ianafford

You would need an adaptor for this to work.

I am sorry this wasn't all explained at the time you reported the phone line fault.

I will send you a private message now so we can arrange an engineer to look at the wall socket to get you connected again.

Once your area is ready for the migration, you will be contacted and an adaptor will be sent.

Please look out for the purple envelope in the top right of the page and pop me a reply when you can.

[Vikki_M · Accepted solution]

Thanks for coming back to me over private message @ianafford, I've been able to book in an engineer appointment for you.

For details of the time and date of the appointment, and if you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment.
 

[OrangeClaw138]

Our hub is in an upstairs room and our phone is downstairs. Been trying to contact Virgin but cannot get through. Has anyone had the same issue?