Forum Staff should be able to follow this up for you, as there should be no charge. The hub change is needed to maintain an existing service.
By the way, you will still be using a PSTN service after the switch. Your copper pair line currently terminates at a street fibre node, which then converts it to digital across a fibre to the headend PSTN exchange. All that the 21CV migration does is remove the copper pair section & your hub does what currently happens at the fibre node. Everything else works as it has always done. Hence you will still pay a line rental as part of your phone charges. The full switch to VoIP will happen in 2025, & will be synchronised with the switchover of your local BT exchange.
VM BB TV Landline. Vonage 2nd line. Freeview/Freesat HD, ASDA/Tesco PAYG Mobile. Customer since 1993
I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more
Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks