Home phone fibre switchover - no letter received

[Rich59]

I've had an email telling me that my home phone will be switched to fibre on August 14th. It is linked to an alarm system. I have contacted the alarm company and booked a technician to upgrade it to be compatible with the new phone.The email told me to then phone 150 to be told what to do next. I had a 45 minute conversation with someone at a call centre who clearly wasn't conversant with it and seemed to be reading from a script. I finally managed to get them to send an appointment date. I see from the VM website that I should have received a letter explaining everything but ,so far, I haven't.

I have some key questions such as, what equipment I need, where the phone will be installed, will I keep my number, will I need a new hub etc etc. Can anyone help?

[Vikki_M · Accepted solution]

Hi Rich59

Thank you for your post and welcome to our community.

To my knowledge we don't send a letter, however all the information and our FAQs are on our website.

I have included a helpful link here for you to the information. 

You will need to have a Hub 3, 4 or 5 to be compatible. 

If you have an engineer visit scheduled to relocate the phone, the engineer will discuss where you want this etc during the visit. 

You will keep the same number yes 🙂

If you do have any further questions, please pop back to us here and we would be happy to help. 

[Rich59]

Vikki, Thank you for your reply. Will I need a new hub? All the connections on ours are taken by extenders/smart tv etc Would the visiting engineer carry any additional equipment that might be necessary eg cables of appropriate length etc?

[Ryan_N]

The engineer will be booked under a specific code which highlights what they are there to do - with that, any equipment needed 🙂 They will 100% be able to clear up anything that is needed.

Hope this helps. 

Cheers, 

Ryan. 

[Rich59]

Ryan,

Thank you for that 

Richard.

[Ryan_N]

Absolutely no problem at all, Richard. 

Keep us posted on how your visit goes. 

Cheers,

Ryan.