Setting up a Virgin Media Hub and landline

Follow these simple installation steps for your Virgin Media home phone set up.

1. Plug into the Hub

Push the white cable with the black label into the Hub. Next, connect the power cable.

2. Plug into the wall socket

Push the red label end of the white cable, into the wall socket.

Pop the power cable into a nearby plug socket, and turn it on.

If there’s already a cable plugged into your Virgin Media wall socket, use the spanner supplied, to remove it.

3. Turn on and start up the Hub

Pop the power cable into a nearby socket and switch it on. Make sure the Hub is switched on at the back.

As the Hub starts up, it'll need to connect to our Fibre network, which could take a while. You'll know it's ready when the base light is steady and white.

4. Get connected

You’ll find the WiFi name and password on the bottom of the Hub. Use these to connect your devices to the Hub’s WiFi.

Once you’re connected, download the Virgin Media Connect app to run a super intelligent-WiFi home scan. It’s our new-and-improved two-step speed test powered by SamKnows. First, it guides you around your home, room by room, to check WiFi performance in each one. Then, it tests your broadband speed to make sure there are no issues. Just connect to the Hub, tap ‘Start the scan’ then let the app take you through the rest. If the scan finds any areas without superstrong WiFi, we’ll suggest ways to improve it – with our WiFi Pods, for example.

5. Connect your home phone

Plug the phone cable we’ve supplied into the Hub, and then plug the other end of the cable into your home phone.

If you can’t remove the cable from your phone, remove the cable from the end that goes into the wall, and plug it into the converter supplied. Then plug our cable in to the other end of the converter.

Installing an additional landline

You can get a second Virgin Media phone line installed – with a new phone number. This would run along the same line, but have its master socket at another location in your home. The cost of installation is between £10 and £25 depending on deals, normal telephone rates and pricing applies.

Here you can book an engineer appointment

How do I keep my phone number?

When you order our home phone services, you’ll be asked if you want to keep your number. Once we’ve confirmed that we can move it, the next part depends on how your services are being installed.

What happens if there is a delay in switching my landline number?

Hopefully everything goes smoothly, but if we can’t switch your landline number by the day we’ve told you, you may be entitled to compensation if it’s delayed beyond one working day.

If your number switch is delayed beyond one working day, please contact us.

To be entitled to compensation, there are some criteria that will need to be met:

• You’ll have to be switching to Virgin Media from another provider

• The phone line for the number is still active with the previous provider

• You’re not at fault for the delay in the switch

• Your current provider has not unduly delayed the switch

If these criteria are met, we’ll pay you as a one-off credit on your next bill.

We’ll work out the amount by taking your monthly landline package cost, dividing it by the number of days in the month and then multiplying by the number of days the switch is delayed (Minimum credit is £3)

Troubleshooting landline issues

Here are the most common issues that customers need help with when installing their landline.

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