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Home Phone Switchover

Dialled in

So last week I had a phone call from a virgin representative, who asked me a number of questions. Having answered them, I was told I was going to be sent a long 10meter extension cable/adapter to plug into my router to enable me to not have to relocate my phone during the  "switchover", as I am mobility impaired, and I need my phone next to the couch.

What actually arrived was a 5m coax cable to relocate my superhub. Relocating my superhub isn't an option, as its integrated into my LAN. To relocate my superhub, I'd have to relocate my data cabinet, my network switch, and redo my cat6 drops. Not a solution, unless you're willing to pay for the work.

To make it even more confusing, the "adapter" part, to enable me to actually plug my landline actually IN, wasn't in the package.v Just the coax. Then on fri, my phone went dead, and I got a sms telling me that you had switched me over to the new system. 

Even though I never recieved teh long adapter, nor any adapter. Just a coax cable.

To say I am a bit angry, is an understatement. I would like to know what I, and YOU need to do to fix this.



Dialled in

Update to add: 

I found the adapter, it must have dropped un-noticed out of the package, and I must have misread the sms, because it states 27th september, not that it has already happened, sorry for that misunderstanding.

However, it still remains that a 1 inch long adapter would require me to relocate my superhub, which isn't going to happen. If you are unable to offer a workable solution for me, then I will have to seek another provider.

Alessandro Volta

Even if you switch provider, you will be offered a phone-via-router landline as this change is coming to all service providers.

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

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.

Hi @Milambar thanks for getting back to us.

And thanks for the update.  I would like to take a quick look on your behalf, to offer some reassurance. I am going to send you a private message. Please keep an eye on your inbox in the top right of your screen.