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Phone line won’t work

Joining in

I have had and paid for a phone line for years but never used it, I had the new hub v6 box installed end of last year but had no phone cable supplied. Have now come to use landline but cannot get a dialling tone. Do I need a specific type of cable and if so where do i get one from, or do i need to ring virgin to get it activated? (I would have assumed that because i pay for it in my package that it would be activated anyway)?

any help will be greatly appreciated 


Forum Team
Forum Team

Hi @Sarah714 👋 Thank you for your post and welcome to the Virgin Media Community 😀

We're sorry to hear about the problem you're having 😔

Your landline will either be connected into the Hub that gives you a broadband service or via a plug socket. Depending on which one it is, we'd suggest following the advice provided in this article here in the first instance. 

If you're still no further forward thereafter, please pop back to us at your earliest convenience.


Hi Daniel,

thank you for your quick response. Neither the phone line or the hub connection is working, there is nothing from either of them?

Hi @Sarah714, no problem at all. Thank you for your response.

Have you received an adapter at any point? If you have, can you please try plugging it into the "Tel 1" port on the back of the Hub and then plugging the landline phone into it? 

If you haven't received an adapter, can you please try plugging the landline phone directly into the "Tel 1" port?