Showing results for 
Search instead for 
Did you mean: 

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

Hi, my phone line has been moved over without notification and I only have a landline so no router, how can I get my phone working?

I believe so.

That is terrible not to have been given any notice.

Have you a mobile that you can phone them on?

They need to sort something out for you.

I have heard the bt adverts saying that no broadband=no problem.!

Virgin media must surely have some means of connecting your landline.

Am sure you are not the only one without broadband.

I hope you get some compensation for the loss of your landline service?

Perhaps get in touch with your MP????

Good luck.


Presumably Virgin will pay for that?

Joining in

Hi, We've not received our adapter & are now without any phone line. An engineer is booked for a week's time to come out & sort out the problem but in the meantime how can incoming calls be diverted to another number so we don't miss any urgent calls. How can we do this without a virgin landline to call from? Thank you

Hi BB100 👋🏼.


Thank you for posting, welcoming you onto our community forum 😊.


Sorry to see you have not yet received the adapter ☹.


I can look into this for you by taking some information off yourself. In order to do so I will be private messaging you. 


Please watch out for the envelope ✉.


Thank you.



Ari - Forum Team

New around here? To find out more about the Community check out our Getting Started guide

Joining in

We have no mobile signal so the "emergency" phone is in our roof as it "might" get signal. This means we no longer have a phone in the habitable part of our house. I thought OFCOM said there had to be an alternative solution put in place for those without reliable mobile.

Joining in

Hi, my hub only has the yellow ports.  I spoke to someone from Virgin to ask about a new hub but they said I didn't need one (though they did sort me out an extension wire which is great).  However looking at this post it seems like I do need a new hub.  Can I sort this out on line or do I need to call again?   If I can sort it online that will be very helpful as it will save a lot of time.

Hi MattW3,

Thanks for using the Community Forums to get your old Hub looked into in time for the digital switch over 🤗 I would be more than happy to look into this for you!

It sounds like you've got one of our older Hubs, I'll double check in your services once we get into a PM together. But if that's right, then you're overdue for a free upgrade 😁

I'll send you a Private Message now so we can get everything checked. 

Speak to you soon!



I believe that you can have an emergency phone fitted separately?