Digital switchover - no landline -ridiculous

[Edward036]

Hi, I received a text this morning while i was at work telling me that my landline has been switched over to this new service.

I have finished work and back at home and i now have no landline, I'm so angry, why would you do this?

It's rediculous, you cant just switch the phone off!! what happens in the event of an emergency!

I explained previously to one of your agents the phone cannot be put with the HUB as the hub is in the living room and the phone is in the hall. if it rings the dogs will attack it as the hub is at floor level if we are out, the phone has to be in the hall. he said have a think about it as we cant extend your phone line.

then i get the text this morning saying it switched over and I ve no broadband either, this is hotspotted to my phone.

rediculous

[Robert_P]

Hello Edwards036

We're sorry to hear of the landline issues experienced and the confusion caused by the recent change in the way we provide landlines. 

The change from using the standard wall socket to the Hub has been in place for over 12 months, we have notified all customers of this change via letter, email and text every month for a minimum of three months prior to this change. We're sorry if these weren't received or read.

In order to use the handset via the Hub you should have received an adapter to plug the landline into the phone socket located on the back of your Hub.

Rob

[Edward036]

I cant use the phone with the hub as the phone is in the hall and the hub is in the front room. i cant move the phone from the hall as the dogs will attack the phone as they get locked in the front room when we are out , the phone needs to stay in the hall, which is what i explained to your agents. so what do i do now that i have no landline?

[Edward036]

I also have no broadband, since the switchover this morning, tried all the resets/reboots

[Robert_P]

From looking at the connection and equipment, we can see all of the level's and parameters are within the spec's we'd expect to see. There doesn't appear to be an area outage showing but you can double check that here.

Have you had any correspondence at all in regards to the landline change? We can see you have spoken to the team earlier today. What did they advise?

Rob

[Edward036]

i spoke to someone months ago regarding the switchover and that id have to think about it with regards to a solution as they were not offering any solution.

I was waiting for someone to get back to me with a solution, not to send a text to me at work saying we have turned your phone off

[Edward036]

i was chatting to your team earlier today regarding the sending of the HUB 5 out to me but we got cut off

[goslow]

---

@Edward036 wrote:

i spoke to someone months ago regarding the switchover and that id have to think about it with regards to a solution as they were not offering any solution.

I was waiting for someone to get back to me with a solution, not to send a text to me at work saying we have turned your phone off

---

The solution to your issue is for VM to run a telephone cable link between your hub in the living room and the phone socket in the hallway. That would connect the socket in the hallway to the phone socket on the hub so as to use the 21CV phone service via the hall phone socket.

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.

[Tom_W1]

Hi @Edward036 thanks for your replies, I'm really sorry about this. 

You mentioned in you first message that we advised you to have a think about this, but I'm not sure there was a reference to us getting back to you on this - you would have had to have called us before the switchover to avoid this series of events as we cannot stop the switchover happening.

To clarify, this is happening for all providers by the end of 2025 and is a Government enforced initative. 

I can however, look to arrange a technician for you who can look to relocate the Hub for you near your landline phone, or supply additional wiring to help with this as an alternative?

Please let me know what you decide and we can take things from there.

You'd also previously mentioned a loss of service, but we can't see this on our side - can you clarify everything is working?

Many thanks