New phone adaptor problem

[weeJackson70]

Like many others, my hub and my main landline are in different rooms. If I moved my hub to my living room where my landline and Virgin TV box are, I could not have both services as there is only one internet cable. I phoned 150 and thought I had an appointment for a technician, but no-one came and on phoning again, was told that an appointment had not been made. After a lengthy phone call the matter was still not resolved and was promised a call back which never happened! I sent a complaint email and was sent, what looked like, a generic reply telling me to get technical help. My switch over date is 1st December so time is short. Please advise

[Molly_T]

Hi weeJackson70, welcome to the community! Thank you for posting! 

Sorry to hear about these concerns with your landline switchover, don't worry, we will be able to help! You can see more information about the switchover here on this help page, in this community thread, and in this handy leaflet. 

There's a couple of things here we will need to sort out for you. In terms of hub relocation, when you switch over the landline will need to be connected to the hub to operate, however there's a couple of options for you in terms of alternative set up. As part of a technicians visit we can relocate the hub for you, or we can set up your telephone sockets to work via your new 21CV connection. 

Have you received your conversion adapter via post yet? If so, we just need to book you an appointment to get the services re-set up in your home to your liking! If not, please let us know and we will send the adapter out to you first!

I will send you a PM to confirm a few account details so we can offer further support. We can then update this public thread again when possible. 
Please let me know if you have received the adapter in the PM! 

All the best. 

[goslow]

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@weeJackson70 wrote:

Like many others, my hub and my main landline are in different rooms. If I moved my hub to my living room where my landline and Virgin TV box are, I could not have both services as there is only one internet cable. I phoned 150 and thought I had an appointment for a technician, but no-one came and on phoning again, was told that an appointment had not been made. After a lengthy phone call the matter was still not resolved and was promised a call back which never happened! I sent a complaint email and was sent, what looked like, a generic reply telling me to get technical help. My switch over date is 1st December so time is short. Please advise

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Ask VM (via the VM forum team on here) 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...

• You rely on your landline for accessibility needs or don’t have a mobile to make an emergency call – we’ll provide you with an Emergency Back Up Line so you’re always able to call emergency services.
• You’ve got connected devices such as a burglar alarm linked to a control centre, use a telecare device, or have other phones connected to extension sockets. You’ll need to contact your provider and let them know about the switch if you have any of these to make sure they’re compatible with a fibre service.
• The Hub and your home phone can’t be placed near each other.

[weeJackson70]

Hi Molly

Thank you for replying. 

I have received the new adaptor.

weeJackson70