Hi - We recently had Virgin Media installed. Broadband is fantastic, but the installer never mentioned home phone, and we have had absolutely zero information from Virgin.
I assumed our landline would simply transfer over from BT but I see we need to plug a compatible handset into the top of our modem. Despite texts, live chat and a call, no-one from Virgin could give me a straight answer on what handset we need to buy. Could someone please tell me what I should buy that works with their VOIP modems?? Would really appreciate a link to an example of a compatible handset - or is their a converter that would work with our current BT phone ( this one https://www.amazon.co.uk/BT-Essential-Cordless-Nuisance-Answering-Black/dp/B0787G4BJQ?ref_=fsclp_pl_... )
The support keep telling me to get a DOCSIS compatible phone, which is fun and pointless to google... insane that as new customers we have no help or information on this basic (unadvertised) requirement.
Thanks so much - no-one mentioned porting our number and the BT contract is cancelled, another black mark for Customer Experience!
I really appreciate your reply, it's more insightful than a full day of struggle with Virgin support! Ordering that adaptor now...
all the best
No disrespect intended, but it is up to us the consumer to check the correct procedures. I myself ported one of my numbers, & my first action was to check the OFCOM advice on how to proceed. It also makes a difference that Virgin is a seperate network. There are many customers running services on both BT & Virgin at the same time. Something you cannot do with any other fixed line provider.
VM BB TV Landline PAYG mobile. Freeview/Freesat HD, Tesco Mobile. Customer since 1993
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I admire your thoroughness! I don't really mind about our number, however I will politely disagree, for the benefit of any Virgin staff who read this.
The onus here is clearly with the service provider, and basic good practice is to explain the process to the consumer, in any industry. This is a basic courtesy, and a criterion on which consumer's will differentiate who they spend their money with.
The service provider (be they a plumber, electrician or a telecoms company) should not keep the consumer in the dark, and expect them to go and look up OFCOM or other technical regulations in order to understand what will happen if they choose their company. In terms of the physical installation I was told someone would come and drill and hole through my wall for example - it is absolutely not up to the consumer to have somehow checked and divined what would happen.
Again, for the benefit of Virgin Media, having absolute no communication whatsoever about our phone line, technical requirements for the phone, number porting or anything else, is a shocking first experience of your company. It's possible the installer thought we were broadband only, but a full day being passed round your support teams in circles was beyond my patience.
Hi, did you buy the adapter? And did it work? Having issues myself now and have been told to buy a “IMS registered, DOCSIS line, 21 series” phone.... can’t find anything about this! Agree with you, the onus is on the supplier to inform you what you need to do! Thanks