Fibrephone switchover extension/adaptor lead

[AngelaB311]

I was switched over on 101122 - my phone is in the room next to my hub.  Telephone extensions will not work.  I moved my phone to the living room, and it worked - for a short while. Tel contact with a service centre regarding a longer adaptor/extension proved pointless.  Initially it was said they no longer provide an extension, later she said I could buy my own - i asked what type but she was unable to say and didn't seem to know normal tel extensions didn't work.  she then came back and said i could buy one from them or book a technician.  i advised i didn't trust she knew what extension was needed and to book a free technician visit as per the switchover FAQs.  She said this was done and i would receive a confirmation text in 4 hours - this did not arrive.

I made contact via chat (not a technician as couldn't find a link) the following week and was advised no technician had been booked.  The only option was for me to pay for a technician to visit and to move all the hub to where i wanted the phone - this defeats the object.

Does anyone know if you can get a longer adaptor or extension lead so i can put my phone back in the hall - it needs a 2 /12 - 3 metre lead - which is the recommended distance for the phone to be from the hub.  Appreciate any advice.

[goslow · Accepted solution]

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.

[AngelaB311]

hi Goslow - sounds good - how do i find ' via VM forum team on here' - Is there a separate link or do i submit a separate post? sorry - I'm brand new to this community.

I've previously used the link you provided but at the time my new fibrephone wasn't working so couldn't make contact.

[Paul_DN]

Hi AngelaB311,

Thank you for reaching out to us in our community and welcome, sorry to hear you are facing issues getting your phones to work after your Landline Switchover was completed.

So I can help I will send you an invite into a private chat, once received click on the purple envelope to accept.

Regards

Paul.

[AngelaB311]

hi Paul,

I wasn't sure how long to leave before following-up on your email.  I haven't seen any messages (purple envelope) so hopefully haven't missed your contact. Is there any update. Kind regards, Angela

[Paul_DN]

Hi Angela,

Thanks for coming back to me via private message to confirm your information. 
I have booked you in for the next available appointment. To view this please sign in to your Online Account, once you log in scroll down to Orders & appointments then click on View your orders. 
Just to confirm, there will be no charge for this visit unless:
The technician diagnoses the faults as not being caused by our network/equipment
The technician discovers that the fault or problem relates to your equipment
The technician discovers that the fault or problem relates to any system that we are not responsible for
The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.
Please ensure that someone over the age of 18 is at the property for the time the engineer is there. If the appointment is unsuitable or if anyone living at your property has tested positive for Coronavirus, has been asked to self-isolate or has flu-like symptoms then please reschedule the appointment on the same link. If you do miss the appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment so it is important to reschedule if needed. 
Lets us know how the appointment goes.
Regards
Paul.

[AngelaB311]

Paul

Thank you for facilitating the sorting of my adapter/extension issue. VM (technician) arrived as per the appointment and quickly identified and remedied the problem at no extra cost.  My landline phone is now back in the hall.

Many thanks, Angela

[Paul_DN]

Hi Angela,

Really glad to hear our Technician was was able to get your phones working in no time, I am glad I was able to help, it was my pleasure.

If you do need any further help/ support, please do not hesitate to reach back out..

Regards

Paul.