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Digital phone changeover

Tuning in

There is a lot of "chat" about the digital phone changeover. Has anyone got  definitive information on my points below:

# like many people my Virgin "master socket" is in one room and my router / hub is in another - on a different floor of the house! I have a Contract with Virgin Media to supply phone, broadband and TV. Surely they can't just say "tough luck". I would like as a minimum my master phone socket moved to be next to my router - free of charge. How do I go about this ?

# the leaflet says that extensions will not work. I find this almost unbelievable that at short notice ( or at any notice ) that this is again "tough luck". I have read on the Community that there is a technical reason why extensions will not "ring". Surely they should not be rolling out without sorting this first. Again, what are Virgin going to do about this ? There MUST  be a technical solution. I need a solution.


Forum Team
Forum Team

Thanks for your post on our Community Forums @HBK!

We would advise that when you're due to have the landline services switched over, an engineer visit can be arranged to ensure that your home set up is arranged for the switch over.

In relation to extensions, you should still be able to have an additional two handsets connected to the router.

This link may be worth reading into on this subject 

Kindest regards,


Alessandro Volta

@HBK wrote:

There is a lot of "chat" about the digital phone changeover. Has anyone got  definitive information on my points below:


Point 1 - Which the VM forum staff should be able to arrange on here, free of charge from VM as part of the switchover process ...

Ask VM to modify your home phone wiring so you can use your existing landline extension sockets via the phone connection from the VM hub.

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

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.

Process is explained in this topic

Point 2 - Non-ringing of phones. As mentioned at #2 above this might happen if too many devices are connected to the VM hub's phone line (REN = 3, or thereabouts, seems to be the limit) but the actual amount of devices may depend on the individual characteristics of each device you are trying to connect so you may get three devices or possibly two or four. You will only find out by trying.

Other non-ringing topics are to to with older phones (early 2000's and before) which expect to use a 'ringing capacitor' in the connection to make the phone ring (the capacitor is present in a telephone master socket but not present on the VM hub's connection)

Some customers on here have found success by replacing the VM adapter with this item

(other suppliers are available as it is a generic part - RJ11 plug to BT socket adapter with ringing capacitor).