How to get a Virgin Media Fibre phone


Learn how to upgrade to our new ultrafast Fibre landline service, and all about the benefits that come with it.

What is Virgin Media’s new ultrafast Fibre network?

Instead of the old, traditional copper network, we’re moving our phone service on to our ultrafast Fibre network. This means that new phone lines will be delivered over the same network we use for our broadband service.

The copper network is quickly becoming outdated, and we want to be ready for the future, making sure our customers always get the best possible experience.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.

Want superfast Fibreoptic broadband? Check out our broadband deals and get a Hub upgrade.

Check out the Fibreoptic terms and conditions.

Who can get the new Fibre phone line?

For now, it’s only offered to new home phone customers and selected existing home phone customers. We’re working hard so all customers will be able to get the new service and we aim to swap all our customers over by 2025. Currently, the only exceptions are customers who live in areas without any mobile coverage. Read more about how we’re rolling out Fibre to our customers.

How to install the Fibre network

If you’ve upgraded to the new Fibre network and need help installing your new and improved phone service, simply follow these steps:

Step 1

On the day of your switchover, unplug the phone cable of your main phone (or base station if it’s a cordless phone), from the wall socket.
If you have any other devices connected to this socket, or you use internal phone sockets around your home, please contact us.

Step 2

Grab the adapter we provided and plug it into the grey port at the top (labelled Port 1) on the back of the Hub.

Step 3

Plug the end of the telephone cable you unplugged from the wall socket into the adapter.

Step 4

Wait a couple of minutes for a dial tone, then make a test call. Your new services from Virgin Media are all set up and ready to use.

I've been asked to order an adapter

You’ll need an adapter to get your fibre landline service up and running. All you need to do is plug your adapter into the Hub, then plug your phone into the adapter and you’re ready to go. Just make sure you plug in on the go-live dates, which you can find in the letter we sent you.

To order an adapter, simply click Ready to switch in the email or text we sent, or reply to the text with Confirm.

I've been asked to book a technician

If you’ve been asked to book a technician, it’ll be for one the following reasons:

• You rely on your landline for accessibility reasons and need an Emergency Back Up Line, so you’re always able to call the emergency services.
• You use services such as a monitored burglar alarm, telecare, or have other phones connected to extension sockets. If you use any kind of service that requires a phone line, you should contact your provider and let them know about the switch to make sure they’re compatible with a fibre service.
• You can’t place your phone near the Hub.

I've got a Virgin Media Fibre phone and need help

If you’re having problems getting your new Virgin Media Fibre Phone up and running, check out technical help and advice below.

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

As our fibre phone line runs over our broadband network, it doesn’t have its own back-up power source. This means 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. This lets you call 999/112 emergency services during a power cut or network outage.

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