on 04-11-2021 05:01
I tried to call up VM due to me having a BT socket and not a VM one but the women on the other end of the phone didn’t understand me and sent me a cable instead. I need help can I use the BT socket or do I need a VM socket?
Many Thanks
04-11-2021 07:09 - edited 04-11-2021 07:10
If you are a new customer, and you subscribe to VM's landline service, your phone connects to the back of the VM hub via the 'TEL1' socket.
You need an adapter as per bottom LHS pic below
https://www.virginmedia.com/help/home-phone-line-faults
which allows you to connect a standard telephone. VM should supply you with the adapter.
on 04-11-2021 07:15
Does it matter if it’s a BT master socket or does it have to be virgin media.
Kind Regards
on 04-11-2021 07:21
Are you a new VM customer?
Do you have VM landline as part of your VM package?
If so, you don't use a conventional phone socket on the wall at all.
You connect your phone into the back of the VM hub as shown/described in #2 above.
on 04-11-2021 07:32
I am a new VM customer and only have a BT Openreach master socket and yes I have the broadband tv and phone package
kind Regards
on 04-11-2021 07:42
In which case, your phone plugs into the back of the VM hub to connect you to VM's phone service.
Look on the back of your VM hub and you will see a socket marked 'TEL1'. That is where your phone connects.
You need an adapter shown in the bottom LHS pic here
https://www.virginmedia.com/help/home-phone-line-faults
which allows you to connect the normal phone plug into the back of the hub. VM should supply you with this adapter.
on 04-11-2021 07:59
Have a look at the two links below which explain how the old telephone network (via old-style wall sockets) are being phased out and replaced with connections via the broadband router.
https://www.futureofvoice.co.uk/
https://www.virginmedia.com/help/home-phone/virginphone/switchover
on 06-11-2021 13:31
Hi KatieS123,
Thanks for your post and welcome to the forums. It's really great having you on board with us in the Community.
Apologies to hear you've been unable to get your landline up and running yet.
As mentioned by goslow, your landline won't plug in to a socket anymore. Instead it will plug in to an adapter that will plug in to the hub itself. The adaptor should have been included in your quickstart pack.
If you don't have it, pop back here and let us know and we can arrange for one to be sent to you.
Thanks,
on 06-11-2021 14:16
I have the adaptor for the phone I just don’t have a long enough broadband cable lead
Kind Regards
on 06-11-2021 16:58
@KatieS123 wrote:I have the adaptor for the phone I just don’t have a long enough broadband cable lead
Kind Regards
Then you need a manned install. Otherwise it’s a £25 call out if you leave it to later.
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