Home phone not connecting

[EmilyFrost]

Hello
im new to virgin and have TV, internet and home phone. 
everything works okay but we’ve now had the TV and broadband put behind the wall behind the TV so cannot plug the phone cable directly into the box. 
is there a way I can plug the phone cable directly into the wall?

thank you in advance 

[Gareth_L]

Hello EmilyFrost

Thanks for your post

Can I just ask how you were instaalled 

Was the equipment sent out and self installation 

Or did we have a Technician attend?

The phone connection should go into the back of the Hub with new installations 

Would you be able to take a picture of the connections please 

Gareth_L

[EmilyFrost]

Hiya it was self installation and it did work. I can no longer plug into the hub because the hub is behind the wall where the TV is. Can I plug the phone directly into the wall?

thank you

emily 

[Jodi_S]

Thanks for coming back to us EmilyFrost,

Unfortunately, you will not be able to use the master socket on the wall, as this will no longer be in use. With new installs we now use our hub as a landline.

We have just checked your account from our end to make sure this is all active and up and running. You will need to plug your landline in to the back of your hub for this to work as there is no alternative way around this. 

For more information, please check the link here.

Kind regards Jodi.