on 22-02-2023 21:03
I received a letter telling me I needed a new hub to continue using my landline.I rang spoke to a young lady,no disrespect to here but she hadn’t a clue what I was on about,after 30 mins she said she was transferring me to a different department I was on hold again for ages.Eventually I hung up.Is there any way of getting this sorted without all this hassle
Answered! Go to Answer
22-02-2023 21:24 - edited 22-02-2023 21:40
@dave60h wrote:How can I tell which version I have?
Hubs 3, 4 and 5 shown half way down this page
https://www.virginmedia.com/broadband/existing-customer-deals/hub
And/or look on the back for the two grey telephone sockets TEL1 and TEL2. Back of a Hub 3 below with the VM phone adapter connected. If you don't have the two grey telephone sockets you would have an early Super Hub which would need replacing.
And/or check the model number (which you should find on a sticker underneath or on the back of the hub)
VMDG480: Super Hub 1
VMDG485: Super Hub 2
VMDG490: Super Hub 2 AC
VMDG505: Hub 3
VMDG640: Hub 4
Sagemcom F3896LG-VMB: Hub 5
22-02-2023 21:18 - edited 22-02-2023 21:21
@dave60h wrote:I received a letter telling me I needed a new hub to continue using my landline.I rang spoke to a young lady,no disrespect to here but she hadn’t a clue what I was on about,after 30 mins she said she was transferring me to a different department I was on hold again for ages.Eventually I hung up.Is there any way of getting this sorted without all this hassle
What version of the Hub do you have at the moment?
Hubs 3, 4 and 5 have the required telephone sockets on the back. Earlier 'Super Hubs' do not.
Recent topics on here suggest there has, however, been a bit of VM 'confusion' for some customers who already have the required hubs receiving a letter saying they need to replace them.
on 22-02-2023 21:21
How can I tell which version I have?
22-02-2023 21:24 - edited 22-02-2023 21:40
@dave60h wrote:How can I tell which version I have?
Hubs 3, 4 and 5 shown half way down this page
https://www.virginmedia.com/broadband/existing-customer-deals/hub
And/or look on the back for the two grey telephone sockets TEL1 and TEL2. Back of a Hub 3 below with the VM phone adapter connected. If you don't have the two grey telephone sockets you would have an early Super Hub which would need replacing.
And/or check the model number (which you should find on a sticker underneath or on the back of the hub)
VMDG480: Super Hub 1
VMDG485: Super Hub 2
VMDG490: Super Hub 2 AC
VMDG505: Hub 3
VMDG640: Hub 4
Sagemcom F3896LG-VMB: Hub 5
on 23-02-2023 08:13
on 23-02-2023 21:17
Ok my hub is fine,how do I go about getting one of these adapters.I’m not ringing customer service again as I’m not been messed around again.Advise would be appreciated
on 24-02-2023 08:22
We can see you have spoken to the team since posting, were they able to arrange an adapter for you dave60h?
If not, let me know and I will be happy to arrange this for you 🙂
Rob
on 24-02-2023 21:16
No haven’t been able to arrange adapter.Does it come with extension as phone not near router,regards Dave
on 24-02-2023 23:25
@dave60h wrote:No haven’t been able to arrange adapter.Does it come with extension as phone not near router,regards Dave
Ask VM (via the VM forum team on here, when they reply to this topic) to modify your home phone wiring so you can use your existing landline extension sockets via the phone connection from the VM hub.
VM should offer to do this free of charge for you as part of the switchover process.
Make sure they make modifications to your phone wiring so you can keep each piece of equipment in the same place (rather than the offer which sometimes crops up on here to move the hub to a different location)
Refer here
https://www.virginmedia.com/help/landline/switchover
Do I need to book a technician visit?
You’ll need to book a free technician visit if...
on 25-02-2023 07:58
Thankyou for your reply,got to admit struggling trying to find how to contact them to order one.Call center was absolutely terrible and can’t find anything on there web site.If they know this is going to be a issue WHY don’t they make it simple for people like myself who struggle with the internet.Cant find anything about ordering it.Been with virgin numerous years and it’s fine until things go wrong and then it’s a nightmare.Seriously thinking of jacking them in.Had problems for years with utilisation problems and kept getting fobbed off.Customer service is terrible at Virgin