on 18-05-2022 19:09
My partner is with Virgin media (home phone tv and broadband) and the telephone system is soon being changed to the fibre network. She currently has a fall alarm and a Telecare system plugged into the phone line which is essential for her. I am concerned whether it will work with the new set up and have received differing answers from both Virgin and Telecare. The latest email received from Telecare states
Answered! Go to Answer
on 21-05-2022 15:54
Hi @terrymatt
Thanks for posting on our community forum!
Thank you for addressing your concerns, anything you currently have plugged into the phoneline will work exactly the same once we migrate you over to our 21CV system.
Regards
on 18-05-2022 19:57
Hi @terrymatt
The following page should be able to answer your questions.
https://www.virginmedia.com/help/landline/switchover
18-05-2022 20:30 - edited 18-05-2022 20:33
Landline for new customers - and all customers by the end of 2025 - is provided from the hub with an RJ11 to BT adapter. You plug the adapter into the hub's RJ11 port and the handset into the other end of the adapter. For the Careline unit you plug it into the adapter and optionally your handset into the Careline unit.
hub --- RJ11 to BT adapter --- Careline --- handset
One thing to note is that a power or network failure brings down the landline, although a more expensive alternative is available which uses a SIM card that connects to a mobile network.
on 21-05-2022 15:54
Hi @terrymatt
Thanks for posting on our community forum!
Thank you for addressing your concerns, anything you currently have plugged into the phoneline will work exactly the same once we migrate you over to our 21CV system.
Regards
on 06-06-2022 11:41
The Virgin engineer came spoke to Telecare who said that their equipment is not compatible unless Virgin can provide an analogue to digital adaptor. Is this the standard adapter that Virgin are sending out in the post ?
on 06-06-2022 14:07
on 06-06-2022 15:32
The output from the hub is analog not digital, otherwise normal phones would not work. Telecare do not know sharks they are talking about.
on 08-06-2022 15:45
Hi @terrymatt thanks a lot for your reply.
As we've mentioned previously, all UK landlines (not just Virgin Media) are going to be changed over to this type of network by 2025, so the chances are high that Telecare should have an appropriate solution to this, otherwise none of their equipment is going to work in the future which seems unlikely.
I think the best practice here is to see if you have the appropriate adaptor first and take things from there - when the technician arrived to help you with the changeover, did they not supply you with the adaptor at the time?
Many thanks
on 08-06-2022 17:03
Thanks for replying. The technician was very good - rang Telecare to check and told not compatible (even though I had an email saying from them to say should be ok) but that he could try it ! He had more sense than to do that. I rang them again and they said not compatible- I told them they should have known since 2017 and the whole country over by 2025 but Virgin in our area switchover by next month. I said they would lose all their customers with Virgin telephony in our area. They then mentioned the analogue to digital converter but said if not I would have to change to a different care line supplier who could guarantee compatibility. I think this is the course I will be taking