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Tepward56
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Home phone - missing adaptor

Good Afternoon, 

I am trying to set up a new home phone and the connection on the back of my broadband hub is different to that from my phone. It looks like I need an adaptor but I was never provided with one. Can anyone help? 

Where can I get one from? 

Thanks in advance

T

 

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Corey_C
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Re: Home phone - missing adaptor

Hi Tepward56,

 

Thanks for your post and for reaching out to the Community Forums. These would have come with the hub, however can you confirm if you are subscribed to the 21CV service? As it isn't something you can set up by yourself. It does require provisioning by the team as they would need to confirm with you any dependencies such as health or home security before doing the switch over.

 

Cheers,

Corey C

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Tepward56
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Re: Home phone - missing adaptor

Hi Corey, 

Thanks for the reply

How would I know if I was signed up to the 21CV service?

Is it not just an adaptor that sits between the phone and the hub?

Regards, 

Tim

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goslow
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Message 4 of 14
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Re: Home phone - missing adaptor

If you log into the VM hub, do you see that 'Telephony' is enabled/ready on the welcome/home screen?

Not sure how up-to-date this screenshot is but something like

https://setuprouter.com/router/virgin-media/virgin-media-hub-3/setup-75194-large.htm

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Tepward56
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Re: Home phone - missing adaptor

That's great, thank you. 

I have checked, it looks as though telophany is currently disabled. I assume this means we require engineer support?

Thanks, 

  • Tim
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Alex_RM
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Re: Home phone - missing adaptor

Hi Tepward56,

 

I've been able to locate your account using your forum details, and can see your landline connection is currently the standard line and would need  to plug your handset into the wall socket.

 

Alex_Rm

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Tepward56
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Re: Home phone - missing adaptor

Hi Alex, 

Thanks very much for the message. 

The previous owner of the house used a cable connection and at the moment I'm not sure where the normal wall connection is. Is it possible to activate cv21 on our hub?

Thanks, 

Tim

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Zak_M
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Re: Home phone - missing adaptor

Thank you for coming back to us. 

 

Unfortunately, it isn't something that we are currently able to offer all of our customers, you would need to attach the landline to the wall socket in order to get the landline services. 

 

Kind regards,

Zak_M  

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Tepward56
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Re: Home phone - missing adaptor

Hi Zak,

I have followed the phone line into the house and unfortunately it has been disconnected in the past as they had the phone line through the cable. Is there no way that this can be connected as it clearly was in the past?

Thanks a lot, 

Tim 

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Zak_M
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Re: Home phone - missing adaptor

Thank you for coming back to me @Tepward56 

 

Its not something that can be requested unfortunately. 

 

If you wanted to have a landline port installed we would be able to arrange for this however there would be a charge of £99 as it is a non fault appointment.

 

Kind regards,

Zak_M 

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