Fibre phones upstairs and downstairs

[landad]

Like most people with a landline, I have two phones. One upstairs, one downstairs. Clearly this is so unusual that virginmedia do not address how to deal with this. It's no use phoning 150 as there is no way to talk to a sentient person.

How do I get this addressed when virginmedia clearly do not want any contact from their customers?

[Paul_DN]

Hi landad,

Thank you for reaching out to us in our community and welcome, as you have advised you have a phone upstairs and downstairs this is still possible using a phone with 2 or more handsets and long as the main one is plugged into the main socket, we are also able to provide adaptor if needed. You can find out everything you need to know around our Landline Switchover here.

Regards

Paul.

[landad]

Thanks for [at least] replying. I am not the most tech-savvy but I cannot understand how this will be resolved. What do you mean by "we are also able to provide adaptor if needed". Surely you should know whether I need an adaptor or not? The upstairs phone is close to the modem so that's no problem but how does the downstairs phone connect to the modem as it's about 20 metres away; if cable required who will instal this?

Since you could reply to my post, surely it must be possible for someone to give detailed instructions. I cannot believe I am the only vm customer with two landline phones.

[Paul_DN]

Hi Landlad,

If you haven't already been sent confirmation when you will be switched you will receive this along with an adaptor, if when received you feel unable to set this up we can arrange a technician, some handsets will not work once switched over however this can only be confirmed by trying them.

Regards

Paul.

[goslow]

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@landad wrote:

Like most people with a landline, I have two phones. One upstairs, one downstairs. Clearly this is so unusual that virginmedia do not address how to deal with this. It's no use phoning 150 as there is no way to talk to a sentient person.

How do I get this addressed when virginmedia clearly do not want any contact from their customers?

---

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

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.

[landad]

Typical reply from vm. Have tried 150 but the bot that answers makes it clear that vm does not want contact from customers. Thay certainly don't want to tell me how to "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."

Again: Please tell me how to contact vm. Can a 'community elder' ask vm to contact me to arrange. It's easy for vm to contact me; impossible for me to contact vm. 

[Steven_L]

Thanks for coming back to us landad, I'm sorry you feel that way about our messaging service, I will be sure to pass this onto the concerned teams. I can arrange a technician appointment from here but would need to confirm a few details via a private message, that I will drop over in a moment. Please look out for the private message and we can get started.
Kind Regards,
Steven_L
 

[goslow]

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@landad wrote:

Typical reply from vm. Have tried 150 but the bot that answers makes it clear that vm does not want contact from customers. Thay certainly don't want to tell me how to "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."

Again: Please tell me how to contact vm. Can a 'community elder' ask vm to contact me to arrange. It's easy for vm to contact me; impossible for me to contact vm. 

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If you wait for a reply from a VM forum team member (an employee of VM), they should be able to arrange the things suggested at #5. The forum isn't a first-line means of support contact to VM though and replies from the VM forum team can take up to a few days.

You will generally get much more professional/useful help from the VM folk on here. It just takes a bit longer to work through though.

Edit: Crossed with reply from Steven_L

[Steven_L]

Thanks for confirming your details via private message @landad.

I have arranged the appointment, and you can track your engineer appointments online. Simply sign into My Virgin Media and you will see your appointments on your account dashboard. However, this can take up to 24 hours to be updated.

Kind Regards,

Steven_L
 

[landad]

Thanks for arranging but we are away 2nd to 5th Dec; please reschedule; preferably to a Mon / Wed / Fri. eg. 7th Dec if possible.