Previous landline

[Arturus]

Hi, recently we had an account under my name with Virgin for analogue phone line and TV only. We cancelled that account, and the landline was cut off, also the TV service about a week later. We now have a full Virgin Media Broadband account under my wife's name, with a new phone number that connects via the Box. Can Virgin reinstate the old analogue landline at the original connection point and reinstate the old number - a number we have had for many years?

[Paulina_Z]

Hi @Arturus,

Welcome to our Community Forums! Thank you for your first post and I'm very sorry to hear that you're not completely happy with your new landline set up.

Unfortunately, we're unable to reinstate old landline connections as Virgin Media, as well as many other service providers, are moving to a 21CV (twenty-first century voice) connection set up. You can read more about this on our Home Phone Switchover page and through any FAQs on our website. 

However, there is a chance that we can locate your old phone number and move it to your current account. However, I cannot guarantee this until we look into this further.

I will send you a Private Message to confirm some details. Keep an eye out for a purple envelope at the top right corner of your Forum page. I'll be in touch soon.

Thank you.

[Arturus]

Thank you, Paulina. Will look out for the details.

[Paulina_Z]

Hi @Arturus,

That's no problem at all. I have sent you a Private Message which you can access at the top right side of your Forum page.

Respond do me when you can so I can help look into your Landline Number query. 🙂

Thank you.

[Paulina_Z · Accepted solution]

Hi @Arturus,

Thank you for coming back to me via private message and confirming your details. I have now booked you a technician visit for your landline issue – you can check and amend the date and time of your appointment via your online account.

There will be no charge for this visit unless:
•    The technician diagnoses the faults as not being caused by our network/equipment 
•    The technician discovers that the fault or problem relates to your equipment
•    The technician discovers that the fault or problem relates to any system that we are not responsible for
The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account. 
Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment.
If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.
Please keep us updated on how your appointment goes and if you need any further assistance.

Thank you.