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Hm24
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Vulnerable customer finds no landline but docsis!

So, having spoken with virgin I find that without any explanation I am on this docsis system, I wanted a landline and it rang originally on installation but doesn't anymore. 

Help!! I just need to have a land line, I called another provider but they said as I'm with virgin they cant help

Thank you 

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Craig_w4128
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Re: Vulnerable customer finds no landline but docsis!

Hi

If you are on the docsis system then your house phone should be plugged in to the back of your router and not into the wall socket.

Can you confirm that this is how you have it set up?

Thanks

If I've helped in any way, please give me Kudos and mark my response as a helpful answer!

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I am a serving Field Technician at Virgin however all responses on here are based on my experiences in the field alone and my own equipment at home and should be taken as such


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Hm24
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Re: Vulnerable customer finds no landline but docsis!

Yes, checked that and it works but this new job I have working from home requires the old fashioned landline which I originally had so now I'm panicking I will lose the job as no landline, they wont accept voip 

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Jake_S
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Re: Vulnerable customer finds no landline but docsis!

Hi,

Unfortunately the old style TDM land line system is no longer available to new customers or those who already have Docsis phone set up

Hope this helps
Jake
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I am a Virgin Media Field Technician. All and any advice given is based on my experience in the field or my personal experiences with my own set up at home. If my answer was helpful to you please Mark as helpful or consider leaving the post some Kudos.
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BenMcr
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Re: Vulnerable customer finds no landline but docsis!


@Hm24 wrote:

Yes, checked that and it works but this new job I have working from home requires the old fashioned landline which I originally had so now I'm panicking I will lose the job as no landline, they wont accept voip 


The phone line you have isn't VoIP in the sense that most people are aware of it. It's not an adapter over a broadband connection, it's a separate service that runs alongside your Virgin Fibre connection.

The phone service you have is the equivalent of the older 'standard' landline, and both Virgin Media and Openreach are moving to an IP based phone service:

https://www.theregister.co.uk/2020/03/03/openreach_ip_voice_network/

The only real difference between the two at this stage is the battery backup situation, but that is why there are accessibility questions ask as part of any sale that involves a Hub base for Virgin Media.

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I work for Virgin Media - but all opinions posted here are my own
Hm24
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Re: Vulnerable customer finds no landline but docsis!

Hi Jake, thank you for your help, sadly I wasn't told this when I joined, I am so sad, I will have to decline the job as they say their system will only work on the old landlines.....gutted....I'll give virgin a call and cancel the contract. Thank you again for your help. Stay safe. 

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Hm24
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Re: Vulnerable customer finds no landline but docsis!

Thank you so much, so I can probably not tell the company and they wont know the difference? 

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Jake_S
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Re: Vulnerable customer finds no landline but docsis!

Hi again,

Unless It is for a specific piece of equipment they provide that requires the voltages of a normal phone line it's unlikely that they would have any reason to need a non docsis line, for example old alarm systems wired into the phone system of a house would need that voltage to make line checks, however, alarm companies now have newer home systems that can work over IP based phone lines like our 21CV system (docsis phone) 

Hope this helps
Jake
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I am a Virgin Media Field Technician. All and any advice given is based on my experience in the field or my personal experiences with my own set up at home. If my answer was helpful to you please Mark as helpful or consider leaving the post some Kudos.
-------------------------------------------------------------------------------------
Want to save £50 off your bill by referring a friend? Send me a PM and I'll let you know how!


Here to help! I'm a technician helping out whilst working from home. Find out more


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Hm24
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Re: Vulnerable customer finds no landline but docsis!

Hi Jake, thank you so much, such a relief, looking at their website it s just about how they transfer calls from call centre to home agents so I will keep my fingers crossed that it works.

 

I really appreciate your help. 

 

Helen

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