
Introducing the emergency backup line
Our new fibre landline – also known as digital voice – runs over our broadband network, so it doesn't have its own backup power source. This means if there’s a power cut, or in the unlikely event that our fibre network’s disrupted, you won’t be able to make or receive calls on your landline until the problem’s sorted.
That includes other devices connected to the phone line – for example, telecare or lifeline devices like care or pendant alarms.
If you rely on a landline or don’t have a mobile, we’ll give you an emergency backup line so you can contact the emergency services, friends or family for free.
To get /this set up, please contact us on 150 from a Virgin Media landline, 0345 454 1111 from any other phone, or via Relay UK or a Video Relay Service.
How does the Emergency Backup Line work?
An emergency backup line is a phone that plugs into the WiFi Hub. You can use the emergency backup line as your main landline if you like, or if you have more than one landline handset, it can plug into your Hub through your landline extension wiring.
And if there’s ever a power cut or network outage, the emergency backup line will automatically connect to the mobile network, so you can use it to call the emergency services or friends and family.
If you’ve let us know you’re eligible for one, then one of our engineers will pop round to install it for you. Just make sure you keep it connected to the mains power, so its battery stays fully charged and it’s always ready to use.
Already got a V1 emergency backup line? Contact us on 150 from a Virgin Media landline, 0345 454 1111 from any other phone, or via Relay UK or a Video Relay Service, and we’ll upgrade it to the latest version for free.
How long does the Emergency Backup Line’s battery last?
The emergency backup line’s battery will last around 8 hours on standby and give you one hour of talk time if it’s disconnected from the mains supply. Make sure it’s plugged in at all times so it stays charged and ready to use.
Can I use the Emergency Backup Line to call any number?
During a power or network outage, the emergency backup line will allow you to call 999 or 112, as well as:
Freephone numbers
UK local and national geographic landline numbers starting 01, 02 and 03
UK mobile networks starting 07, excluding those in Jersey, Guernsey and the Isle of Man
All for free – as long as they’re dialled directly, and depending on your location and O2’s network availability
For more info, including our fair use policy, visit https://www.virginmedia.com/legal/acceptable-use-policy/explained
What if I no longer need it?
No worries – just contact us on 150 from a Virgin Media landline, 0345 454 1111 from any other phone, or via Relay UK or a Video Relay Service, and we can arrange a return.
Emergency Backup Line Guide
For more info on our emergency backup line, visit Phone User Guide (page 19 to 21)