Telephony Disabled

[Wayforward]

The broadband cable across my garden has just been replaced and I was told to plug my landline into my router. With the aid of an adapter I've done this but have no dial tone. My router says the telephony is disabled so that explains it. Do I have to ring up VM to get it enabled?

[Ilyas_Y]

Hi there @Wayforward, thanks for reaching out to us and a warm welcome to the Virgin Media forums.

I'm sorry to hear about the issue with the landline.
I've had a look on the system and I can still see you are enabled on the original phone line and not the VOIP line.
May I asked if you received a communication about the "Home Phone Switchover."

And are you able to expand on the line being replaced? Has the line been dug up and changed?
Let us know.

Kind regards,
Ilyas.

[Wayforward]

Hi there. The cable was replaced because it was buried about 2 inches under our lawn and we want to open up a flower bed. The contractor said to plug the phone into the router. He said the new line is not VOIP. We didn’t get a communication about home phone switch over. Not sure what you mean about “expand on the line being replaced”. Broadband is working fine. 

[nodrogd]

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@Wayforward wrote:

Hi there. The cable was replaced because it was buried about 2 inches under our lawn and we want to open up a flower bed. The contractor said to plug the phone into the router. He said the new line is not VOIP. We didn’t get a communication about home phone switch over. Not sure what you mean about “expand on the line being replaced”. Broadband is working fine. 

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Is the new cable a single coaxial cable or a bonded coaxial & telephone pair? If it is the former you no longer have a connection to your old phone master socket, so the only way to use the phone is the 21CV connection via the hub.

Aside from that the line IS "IP" based but does not use the internet.

[Chris_W1]

Hi Wayforward, thanks for the message. 

This should be the wall socket, can you try the wall socket and confirm if you are getting a dial tone at present? 

Chris. 

[Wayforward]

I’m sorry but I’ve no idea what the cable looks like. 

[Wayforward]

There’s no dial tone from the wall socket. 

[nodrogd]

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@Wayforward wrote:

I’m sorry but I’ve no idea what the cable looks like. 

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The broadband cable across the garden that you had replaced. Where it enters the wall box outside is it now a single cable coming out of the ground or a dual bonded cable (two cables bonded together). If it is a single cable there will be no connection for the telephone wall socket, so there will be no use plugging anything into it. Your connection will have to be via the hub.

@Chris_W1  I'm thinking the repull the OP had is a single coax cable now, & not a siamese coax & telephone cable as they will have had before. This would explain why the OP has been given an adaptor for the hub.

[Kain_W]

Thanks for the update,

To further investigate this I've dropped you a PM.

You'll find the message within the purple envelope icon.

Regards,