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Fibrephone

daybar
Joining in

I two VM phone lines to my house and have just received the fibrephone adaptors. Neither of the incoming phone lines are anywhere near the hub and anyway how would I connect two phone lines to it. How do I connect my phone lines to the hub, presumably Vigin need to move the equipment so that the phone wires are close to the hub.

I have tried without succes to speak to Virgin. Apart from anything else, none of the options offered when I phoned seemed to be relevant and when I selected one to see what would happen, I got a message that everyone was too busy to speak to me.

TIA

David

1 ACCEPTED SOLUTION

Accepted Solutions

goslow
Alessandro Volta

@daybar wrote:

I two VM phone lines to my house and have just received the fibrephone adaptors. Neither of the incoming phone lines are anywhere near the hub and anyway how would I connect two phone lines to it. How do I connect my phone lines to the hub, presumably Vigin need to move the equipment so that the phone wires are close to the hub.

I have tried without succes to speak to Virgin. Apart from anything else, none of the options offered when I phoned seemed to be relevant and when I selected one to see what would happen, I got a message that everyone was too busy to speak to me.

TIA

David


The hub has two telephone sockets TEL1 and TEL2. Each can accommodate an incoming line and upto REN = 3 in connected equipment to each line. So VM might run your two lines from one hub. After the phone switchover, your telephone sockets around the home cease to work and your phone line connection(s) are from the back of the VM hub.

Usual cut/paste answer to your query on using telephone sockets around the home via the VM hub is ...

Ask VM (via the VM forum team on here, when they reply to this topic) 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.

See where this Helpful Answer was posted

13 REPLIES 13

Paulina_Z
Forum Team (Retired)
Forum Team (Retired)

Hi  @daybar,

Welcome to our Community Forums! Thank you for your first post and I'm sorry to hear that you're having some issues with your landline switchover. 

I'll be happy to look into this further for you and have a technician appointment booked in to help move your equipment by sending you a Private Message.

Please keep an eye out for an envelope at the top right corner of your Forum page. I'll be in touch soon.

Thank you,

Paulina_Z
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


goslow
Alessandro Volta

@daybar wrote:

I two VM phone lines to my house and have just received the fibrephone adaptors. Neither of the incoming phone lines are anywhere near the hub and anyway how would I connect two phone lines to it. How do I connect my phone lines to the hub, presumably Vigin need to move the equipment so that the phone wires are close to the hub.

I have tried without succes to speak to Virgin. Apart from anything else, none of the options offered when I phoned seemed to be relevant and when I selected one to see what would happen, I got a message that everyone was too busy to speak to me.

TIA

David


The hub has two telephone sockets TEL1 and TEL2. Each can accommodate an incoming line and upto REN = 3 in connected equipment to each line. So VM might run your two lines from one hub. After the phone switchover, your telephone sockets around the home cease to work and your phone line connection(s) are from the back of the VM hub.

Usual cut/paste answer to your query on using telephone sockets around the home via the VM hub is ...

Ask VM (via the VM forum team on here, when they reply to this topic) 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.

Paulina_Z
Forum Team (Retired)
Forum Team (Retired)

Hi @daybar,

Thank you for coming back to me via private message and confirming your details. I have now booked you a technician visit for your landline issue – you can check and amend the date and time of your appointment via your online account.

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 there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment.
If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.
Please keep us updated on how your appointment goes and if you need any further assistance.

Thank you.

Paulina_Z
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


Paulina_Z
Forum Team (Retired)
Forum Team (Retired)

Hi @daybar,

Thanks for coming back to me via Private Message! I'm glad that you're happy with your appointment time and date. 

Please let us know how your appointment goes and if you need any further help or assistance. 😊

Thank you! 

Paulina_Z
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


Hi Paulina

The engineer visited the next day, 22 June, and agreed that VM would have to do work before I can connect either of my phones to fibrefone. He said he would add a note to his work report and that this should trigger a further visit to do the work. Nothing has happened and now my phones don't work at all.

Please help soirt this out.

Thanks

David

Hi there @daybar 

Thank you so much for popping back to us and we are so sorry that your phone line is still effected. 

Please do pop Paulina a message again via the PM so she can take a look into this for you, I have let her know to expect a PM.

Thanks, Ashleigh. I thought I had sent Paulina a PM but I see its turned up on the open page. How do I send her a PM? Or perhpas you could copy my message to her.

Thanks

David

Hi again @daybar 

If you just pop back to the messages in your inbox between you and her you can pop her back a message there. 

You can also delete your public message here by clicking on it and selecting the delete option if you would like. 

daybar
Joining in

Sadly, my attempts to PM Paulina have failed, no idea why, but I doin't have a PM from her that does not also have a reply on it from me. I am getting a message about incorrect HTML that is siad to be highlighted, but I can't see any highlighted anything and even if I could I doubt I would have a clue about how to correct it. This sort of geeky nonsense is very frustrating. Please draw Paulina's attention to my post today and have her reply to me - given the pointlessness of trying to get through on the phone (if my phones were working of course) this community message board seems the only way to get anywhere at all, so it is really annoying when help is less than helpful.

Regards

David