Fibre connection - phone adaptor doesn't fit wall socket

[Gerry9870]

Recieved the new adaptor to switch my phone to fibre network.

The adaptor does not fit my wall socket.

My hub is up stairs in the spare room, can you advise how I can get my phone to operate.

[MOD EDIT: Subject title changed for clarity]

[Tom_W1 · Accepted solution]

Hi @Gerry9870 thanks for your post here in the Community, although I'm sorry to hear of your concerns raised here about the switchover.

To be clear here, the phone needs to be directly connected into the Hub itself, so would be need to be placed near your Hub.

If you look into the back of your Hub, you'll see a port named TEL in the back of this - the adaptor will go in there, and your landline connected into the other side of the adaptor.

I hope this helps!
Many thanks

[Gerry9870]

No it doesnt help.

I understsnd the process to connect. The issue is I am unable to as my landine is doenstairs and my hub is upstairs. There is no phone line upstairs.

[Tom_W1]

Hi @Gerry9870 thanks for your quick reply.

So there doesn't need to be a phone line upstairs, the phone line is the connection between your Hub and Landline - can you try plugging your landline in upstairs in the spare room, and connecting your landline directly into your Hub to see if this works and there is a dial tone?

Many thanks

[Gerry9870]

If I remove my phone from downstairs, and connect to the spare room, then yes I have a dialling tone.

Doesnt resolve the issue as my phone base is downstairs

[goslow]

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@Gerry9870 wrote:

If I remove my phone from downstairs, and connect to the spare room, then yes I have a dialling tone.

Doesnt resolve the issue as my phone base is downstairs

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Ask VM (via the VM forum team on here) 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

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.

[Gerry9870]

I need asdistance to modify my home phone wiring so you i can use my existing landline extension sockets via the phone connection from the VM hub.

I want the phone access to remain in the livingroom. Happy to have the hub reinstalled downstairs.

[Tom_W1]

Hi @Gerry9870 thanks a lot for your reply - understood.

Please allow me to send you a PM so I can look into this further for you.

Kindly expect the PM from me to arrive shortly, and respond directly when you can!
Many thanks