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Landline home phone service disconnected without warning complaint

Joining in

Dear Community

I am writing in connection with my complaint to Virgin Media C - 16052438. 

I received an email from Virgin Media dated 30/10/23 about the landline phone service being switched over to a digital service. Another email arrived dated 31/10/2023 providing details and advice. On the 18th January 2024 however I received an email saying the switch over had been paused until further notice. It went on: 

You don’t need to do anything, and you can keep using and paying for your current home phone service as normal. And: We’ll be in touch again with a new switchover date as soon as possible.

Virgin Media did not get in touch to let me know the switch over date. I haven't received a guide or an adapter either. Disconnecting me without any warning jeopardized my personal safety as I couldn't use the phone service as normal.

My last payment to Virgin Media was on May 7th via direct debit. They will need to deduct phone service fees from the day and time the disconnection occurred from my next bill. As I still want the broadband service I would like a new contract for that service alone. I'd appreciate it if they could email the details. 

I look forward to hearing from you.




Login in to the VM Hub admin menu at and check the status section to see if Telephone is ( Enabled / Disabled ), if Enabled try with an adaptor, if Disabled it is a phone line fault.

Forum Team
Forum Team

Hi @BeK1nd 👋.

Thanks for reaching out to us and welcome to the Community Forums. Apologies for the issues that you have had with your home phone switch over, we can certainly assist you in a private message. Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.