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Fibre Phone set up

Joining in


I have received my adapter for the fibre phone switchover, i've connected it as stated in the instructions but its not working, and hasn't been for a few days.

Do i need to book an engineer? If so how do i do this?




It is possible that your line just hasn't been switched over yet - does the phone still work in the old existing wall socket? If it does, then just leave it until such time as it stops working (you may have to try it from time to time), or if you get a notification from VM that it is happening on a certain date, either way just plug the phone into the hub then and fingers crossed it will work!


Thanks for your reply

I've plugged the phone line back into the main socket and still no joy!

I'm not sure when the changeover date is, i just got sent

the adapter in the post and plugged it in and thought that would be it 


Forum Team
Forum Team

Hi Nikkibikki85,

Thanks for using the forums to get this issue looked into with your Home Phone switch over. 

I am sorry if this has caused some confusion for you, I'll be happy to look into this.

Just a quick question, after you received notification about the home phone switch over did you contact us to confirm you were okay for us to proceed with the change? 



Hi, thanks for your reply.

I didnt receive any notification, I just had an adapter sent in the post and plugged it in as the instructions stated.


Hi Nikkibikki85,

Thanks for coming back to me, I am sorry you didn't receive this!

I'll send you a PM now so I can take a closer look into what has happened and resolve it for you 🙂

Speak soon!



Joining in

After nearly 2 weeks this issue is still not resolved!

My original home phone number was changed ( through no fault of my own)so I rang to get it changed back and was told it would be rectified in up to 72hrs.

After leaving it a week it was still not fixed, so I rang again on Tuesday and was told it wasn't set up properly the first time and would now be fixed by Thursday and the latest.... it is now Saturday and still not fixed!


Hi @nikkibikki85

Really sorry to hear this has not been resolved for you, if you have further issues with the same concern that was advised resolved. You can still chat with the same agent via your private message conversations so they can investigate further. 

Here to help 🙂
Virgin Media Forums Agent