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.

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.