Virgin Media Community

[whistler]

I have recently moved house and the landline connection is dead. I have two connections on my Hub3 but could not find the cable so bought one. When I connect it still doesn’t work so I went into the admin for the Hub and discovered that Telephony is disabled.

I have had numerous Web Chats but the move team have not been helpful so I am trying to get myself set up!

How do I get Telephony enabled on my Hub?

[newapollo]

Hi @whistler 

Do you have a VM telephone wall socket in the new property? If so try connecting the phone to that.

[whistler]

Yes we do have a VM telephone wall socket - it’s dead! Trying to get the move team to understand this via Web Chat is extremely painful!

[Roger_Gooner]

When you move the landline is provided by the hub, for which VM should have given you an RJ11 to BT adapter to plug into the hub's TEL 1 port.

[whistler]

That is exactly what I thought but trying to get the VM move team to do anything useful is a joke.

I did have cables sent to me with the Hub when it was last replaced but we have just moved so I cannot find these cables. I therefore bought myself a new cable and have plugged it in. Now back to the issue I posted about - my Hub has telephony disabled so plugging into the TEL 1 port simply doesn’t work.

My question is how to get this to work. Other posts I have read have suggested that VM need to switch it on but this means contacting the VM move team - who are still trying to decide whether my new address is suitable (which they confirmed it was two weeks ago when they discovered existing users at the address!)

I had hoped that somebody from VM might read my post and know how to help but I guess I was just being over optimistic!

[jpeg1]

The coax cable should be an official one rather than shop bought as it may not be equivalent. 

The easiest solution would be to request a manned installation. They will connect up the Hub correctly (and in a different place if you wanted) and set up the phone connection. As it is a new installation for you there should be no charge. 

[Travis_M]

Hi @whistler

Thanks for posting on our community forum

Sorry to hear about your mishap with the install, I am going to drop you a private message now to collect some more information so we can look at getting this resolved for you.

Regards