Virgin Media Fibre Phone FAQs

We’re moving our phone service over to our fibre network, giving you clearer digital calling over broadband. Find out all about our new fibre landline here.

Why is Virgin Media changing to a new fibre phone line?

Ever since our network was first built, we’ve used the same old technology to provide our home phone service. This is becoming outdated, and we want to be ready for the future, making sure our customers always get the best possible experience. That’s why we’re investing billions to expand our network and bring our ultrafast connectivity to more people.

Do I have to change?

We plan to update our whole network and have all our customer moved over to fibre by 2025. When it’s your time to make the switch, we’ll contact you to let you know. Don’t worry we’ll always inform you before we make any change to your service. That way, you’ll have time to make any necessary preparations before the move.

How much will the new fibre phone line cost?

Switching to our fibre phone line won’t cost you a penny extra. When we switch you, you’ll still pay the same as your current service.

Will I have to change my home phone?

No, you can keep using the same phone you’ve always used. The new fibre phone line is designed to work with the same phones as the old copper line.

When you switch, you’ll be provided with an adapter, which you can use to plug your phone into the Hub – that’s all there is to it. You’ll then be able to use your same old phone to make your calls – only better, clearer and in digital.

What's the difference between my current copper phone line and the new fibre phone line?

When you move over to our fibre phone line, you'll make your calls over the internet – similar to how you do on WhatsApp or Zoom. Digital calling like this has the potential to provide much clearer phone calls when compared to the copper analogue line, especially when calling long distance. You’ll also get the following features as standard:

  • Call Divert: Divert your calls to another number.

  • Call Waiting: Find out when someone else is trying to get through while you’re on a call.

  • Call Reminder: Get a personal alarm call within the next 24 hours. Plus you can add the following features at no extra cost:

  • Anonymous Caller Rejection: Block withheld numbers from calling you.

Because the fibre home phone service is provided over our broadband network, your phone will need to be plugged directly into the Hub. That means it’ll need electricity to work, unlike the analogue phone line. You also won’t be able to use Free Voicemail with Call Divert on your new fibre phone line. If you currently have Free Voicemail, Call Divert will not be activated on your line.

Will my home phone still work in a power cut or network outage?

No, unfortunately not. Calls made over the fibre network need to be made over broadband through the Hub. If the Hub is unable to connect to the internet, then you won’t be able to make calls either, whether this is due to a power cut or network outage. If this happens, we recommend keeping a mobile phone handy.

We’ll offer customers with accessibility needs an Emergency Backup Line at no extra cost to make sure they have access to a phone line to call emergency services.

Fibre phone compatibility and connectivity

The fibre phone line works a little differently to the copper line, and so might not have the same compatibility as the old analogue service. Like often happens during a technical evolution, it can take a little time for everyone to catch up, but you might find some of these issues have been ironed out before you even make the switch. Find out more below:

While most devices will be compatible with fibre, some older systems might only work over an analogue phone line. If so, you might need to update your equipment. It’s best to check with your device provider to make sure.

Just so you know, your device provider may call the fibre phone line ‘IP voice' or 'digital voice'.

Unfortunately, if there’s ever a local power cut or network outage, your fibre phone line service will stop working. This means any service or equipment that uses the fibre phone line to make calls or send signals won’t work.

If you need your connected devices to work during a power cut or network outage, please speak to your device providers to make sure your kits have a separate, dedicated back-up (like its own battery and SIM card). If you’re unable to do this, our fibre phone line might not be right for you right now.

You may need to restart the Hub which can take a few minutes. If you have any problems after a power cut or network outages, please get in touch.

Let us know about any devices you’ve got attached to your phone and we’ll help as much as we can to reconnect them. Your device provider can confirm whether your device has reconnected and is working correctly, so it’s worth asking them to check.

We’ve been working with alarm and telecare providers to make sure they know about our switch to a fibre phone line.

We’ll do our best to make sure you have as much info as possible before switching you over. If we think you use devices connected to the home phone, we’ll try to contact you to discuss your needs so we can decide whether our fibre phone line is right for you.

Before buying any devices, we recommend you contact the provider to make sure the service is compatible with a fibre phone line (the provider may call the fibre phone line ‘IP voice’ or ‘digital voice’). It’s possible your equipment may need its own independent back-up power, or a SIM for connectivity in an emergency. If you’re buying a connected device because your circumstances have changed (e.g. you now need a care alarm), let us know so we can provide the best support possible. You might be able to get an Emergency Backup Line.

Yes – when our technician pops around to install the new Hub (if you need one) they’ll make sure all your phones work too.

Ideally, the Hub and your phone should be within 2 metres of each other. Our technician will chat to you about this when they connect the Hub. If you’d like your phone to be further away from the Hub, our technician may need to do additional wiring. Don’t worry, this won’t cost any extra.

No, when you switch to the new fibre phone line your number will stay exactly the same.

Your home phone will not work if your Hub is switched off. However, if you switch the Hub to modem-only mode, your phone will work.

We take the security of your phone calls very seriously. Calls use a different part of the network to broadband traffic, so there’ll be no crossed wires. Don’t worry, we’ve rigorously tested the line to make sure your voice calls are safe and secure.

No, a Hub swap (if you need one) won’t change your existing broadband package, unless you specifically request it.

As the fibre phone service works a little differently to our old home phone service, we have updated our Terms & Conditions.

As it’s a completely new service, you’ll need to reset your set up and activation codes along with any personalised feature settings, like speed dials, Call Diverts and in some cases your Virgin Media Wi-Fi settings. You can read more in our home phone guide.

Our new phone service uses our fibre broadband network, so you’ll need to be connected to the Hub to make and receive calls. Don’t worry, you’ll get this at no extra cost.

You won’t be able to use our broadband service through the new Hub unless you've got one of our broadband packs.

No, the Hub will only provide your home phone line and shouldn’t interfere with any of your other services.

No, the new Hub won’t affect your existing broadband service unless you opted for a new broadband pack when you agreed to switch to the fibre phone line.

Our new fibre phone line only works with our newer Hub. We’ll let you know if you need a Hub upgrade.

Learn how to upgrade Hub.

What’s the Emergency Backup Line and how can it help me?

As our fibre phone line runs over our broadband network, it needs the Hub to work. So, if there’s a local power cut or network outage, the fibre phone line will stop working and you won’t be able to make calls. If you have accessibility needs or don't have a mobile phone, we’ll give you an Emergency Backup Line at no extra cost. With this, you’ll be able to call 999/112 emergency services during a power cut or network outage.

The Emergency Backup Line is a small box that connects the fibre phone line from the Hub to your home phone handset. It won’t change the way you use your home phone, but if there’s ever a power cut or network outage, it’ll automatically connect to the mobile network so you can still call emergency services.

One of our technicians will pop by and install it for you. Just make sure you keep the Emergency Backup Line connected to the mains power, so it’s always fully charged and ready to use.

Customers with accessibility needs and customers without access to a mobile phone can get our Emergency Backup Line at no extra cost.

The Emergency Backup Line connects to any available mobile network, which means the device will work wherever there’s mobile coverage.

However, in areas where there’s no mobile coverage, our Emergency Backup Line won’t work. We want to make sure that you’re always safe and can contact emergency services, which is why we won’t offer our fibre phone line to customers who live in areas without mobile coverage.

If you need an Emergency Backup Line, get in touch and we’ll arrange a time for one of our technicians to install it for you.

Our technician will install it for you and make sure that it’s working. You can read more about the Emergency Backup Line in our phone user guide

Yes, so please keep the Emergency Backup Line and Hub plugged in all the time. It’s important not to turn it off at night or at any other time as they need to be turned on to charge. If there’s ever a power cut or network outage the Emergency Backup Line device will recharge as soon as the power comes back on.

The Emergency Backup Line device is designed to provide around 24 hours of standby and 1 hour of talk time once disconnected from the mains supply.

The Hub needs to stay plugged into the mains at all times or you won't be able to make and receive calls. If you do switch it off, make sure you have an alternative way to make emergency calls like a mobile phone.

The Emergency Backup Line only lets you call 999 and 112 numbers. You can’t call non-emergency numbers.

If you have any specific needs or requirements, visit our accessibility page to learn about the extra support we can offer.

If you need any of the services you see on our accessibility webpage, including the Emergency Backup Line, please let us know and we’ll help sort it for you.

No worries. Just get in touch and we can arrange a return.