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Everything You Need To Know


Before you move to our fibre landline service as part of this migration, we’ll let you know in writing around three months before the migration takes place in your area. Our letter will provide more details on why this is happening.

Around 3 weeks before the migration, you'll receive an email and a text with further info on how to order your adapter. Once you have the adapter, you can use it to plug your phone into your hub.

Router Plugin Port
Once the landline cable has been attached to the adapter, you’ll need to plug this into the first grey on your hub (also known as RJ11).

Please don’t plug the adapter into the yellow ports, these are only for ethernet (RJ45) connections. You must ensure that you plug your landline with the adapter into port 1, which will be the top one.


Handset compatibility
Any corded or cordless landline handset should work with our adapter, with the small exception of a few much older models. If your handset wasn’t working previously via a wall socket and doesn't work when connected to your hub with the adapter, this is an issue with the handset and we would advise trying a different model in the first instance.

If you have multiple portable DECT handsets in the home then you will only need to connect the master handset into your hub with the adapter, meaning it needs to be located near the hub.

If you have multiple handsets that aren’t portable and connect to extension sockets in your home then you may need a technician visit to make some in-home wiring changes.

Broadband service
Your landline & broadband services run on separate channels, so having both running through your hub won’t impact the quality of your broadband service.


Joining in

Our DECT base station has a RJ11 connector already fitted with a cable that terminates in a BT 631A 6-way plug, as you would expect for a UK domestic product. Can we simply replace this cable with a RJ11 to RJ11 cable of the correct length and forego using the VM supplied RJ11 to 631A 6-way socket?

Has anyone replied to you?  I have this question as well.

No replies yet, but I've ordered a RJ11 to RJ11 cable and will let you know once it arrives and been tested.

On our wavelength

I've just received the adaptor for the landline phone and found that it is incompatible with the wall connection socket. The blurb I received automatically assumes that the socket is a Virgin Media one.

I don't really need a landline phone so called 150, only to find I was required to give digits/letters for the memorable word I set up - it would have been 2011, and have never used it, so have long since forgotten. Then no advice as to what to do if forgotten.

I can't even set up a new thread as I get a stop circle when I go to do so.

So once again frustration and rising blood pressure cover it when dealing with Virgin Media. Your customer service is (insert suitable strong expletive).

What is the matter with you people. Do you make it a mission to make life as difficult and frustrating as possible for your regular long standing customers?


Joining in

I have two phone lines, same account different numbers. Will both lines work?  port 1 for one line port 2 for the other.

Hi there swampa,

Thanks for your post and welcome to the community.

So regarding the phone lines they should still be active on the account and functional.

Have you been provided a switch date?



Joining in

Thank you for the reply and welcome, the switch date is 7th August

Hi swampa,

Thanks for coming back. 

Just to confirm - yes, you would need to use TEL port 1 and TEL port 2 for both lines 😊

Let us know if you need any further help


Thank you for the help

Joining in

Hi, I have recieved my RJ11 to bt phone socket cables today, to pug into th router.  The inforamtion that comes with then lease to a home phone instalation. I am a small buisness.
I have pugged in anyway and my line is dead no dialing tone, I have a panasonic KX-TEA308 that the analoge phone line goes into before it gets to the handsets.

So my questions are,
1) why has the information i ahve been sent not buisness related, and should that matter
2) Before I start having to look into expensive upgrades is there any know issues with the KX-TEA308 running through the internet rather than an analouge line ?
3) are there any settings in the hitron buisess hub that I need to adjust to make this work for phones ?

thanks in adance