Home phone fibre swithover

[Tricia-47]

I am having trouble with switching over my phone to fibre network as my Virgin hub is in my living room and my connection box is in the hall. I have had no phone service now for a month and cannot now contact Virgin through 151. Can anyone help please.

[goslow]

---

@Tricia-47 wrote:

I am having trouble with switching over my phone to fibre network as my Virgin hub is in my living room and my connection box is in the hall. I have had no phone service now for a month and cannot now contact Virgin through 151. Can anyone help please.

---

You need to request VM to link the phone socket on your hub to your extension sockets around the home. VM should do this free of charge for you as part of the switchover process.

Were you asked to book a tech visit as part of the switchover? Some customers seem to lose the phone service if they did not book a tech when required.

Have you tried both the connection on the back of the VM hub and your old wall master socket?

If you log into your VM hub, does it show that telephony is ready/enabled on the welcome screen when you log in?

One of the VM forum team should be able to assist you when they reply here within a few days.

[Nathan_B]

Hi there @Tricia-47, welcome to our forum and thanks for your post.

I'm sorry to see you have been unable to use your phone after the switchover has taken place. As @goslow has advised, you will need a technician visit to move the socket to enable you to plug the phone in. There will be a £25 call out fee for this.

If you are happy for me to book a visit for you, please reply to my PM to confirm your details.

Regards

Nathan