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Home Phone Switch

I received a cable to put in my router which has involves me moving my home phone which I cannot do on a permanent basis as it is not close to the router at all.   Can I just not use the cable thing that Virgin sent me and revert to what I had before? Will my home phone work? I have been charged extra on my bill for the privilege aswell which I am not happy about.  Any one having the same issue and not using the bit that Virgin sent?

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Message 2 of 3
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Re: Home Phone Switch

Unfortunately you can't opt out of the change as all providers are moving to a phone-via-hub connection as part of a national programme.

If your phone and hub are not near and/or you make use of extension sockets, then VM should offer to link your hub to your extension sockets free of charge as part of the switchover. See

and the section beginning

You’ll need to book a free technician visit if:

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

Your Hub and phone can’t be placed near each other

You also should not pay any more for the service although some have reported seeing a 'package change' charge on their bill but from the same link above it shows

Just so you know...

We’re switching your home phone service over to our fibre network from the traditional telephone line at no extra cost.

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Message 3 of 3
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Re: Home Phone Switch

Hi there @Brenda411


Thank you so much for your post and welcome to our community forums! We are so glad to have you on the team! 


I am so sorry to hear that you have faced this issue with us! 


@goslow is correct and the change will be happening across all providers so we are not able to opt out. 


But they are also correct that this should be a free change over. I'd be happy to look into this a bit further with you and will send you a PM so we can do so. 


Please keep an eye out for the purple envelope in the top right corner of your screen alerting you to a new message.


Thank you. 

Forum Team

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