And you are under a misapprehension as to what the change involves. The phone signal is carried by a separate RF carrier alongside the broadband feed to the cabinet. The change just changes the connection by eliminating the twisted pair. It is not a DOCSIS connection.
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Tech came today, called customer service who got me to answer some security questions, they then migrated my line over. It took 5 minutes to do.
Total waste of the techs time visiting when I could have done this myself over the phone.
In future I suggest ANY telco faults be sent out an adaptor for the router and migrate the line over. This will save sending out a tech.
Virgin Media needs to up their game with their level of customer care in some of their contact centres. You could also follow Sky,'s example and have a dedicated vulnerable customer care line open 24/7 staffed by a dedicated care team.
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I'm happy to hear that you were able to migrate over to DOCSIS technology - as Emily advised, this isn't usually something our helpline team would be able to do over the phone but I'm glad that it got sorted for you in the end.
If there's anything else we can do for you just let us know.