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If you’ve added our home phone service to your Virgin Media package and are looking for some help setting it up – look no further. We’ll help to get you up and running in no time.
Is your Virgin Media Hub set up?
Before you set up your home phone, you’ll need to make sure the Hub is up and running first – check out how to set up Virgin broadband for more details.
Once your Hub is connected, let’s move on to your home phone.
How to connect your home phone
Plug one end of the phone cable we’ve supplied into the Hub and the other end of the cable into your home phone.
If you can’t remove the cable from your home phone, remove the cable from the end that goes into the wall and plug it into the converter supplied. You should then plug our cable into the other end of the converter.
Installing an additional home phone
You can get a second Virgin Media home 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.
You can book an engineer appointment online to arrange an installation of an additional home phone line.
How do I keep my home phone number?
When you order our home phone services, you’ll be asked if you want to keep your existing number. Once we’ve confirmed that, we can move it.
The next part depends on how your services are being installed.
Once you’ve set up and activated your services, the process of switching over your number can begin – this can take up to 10 days to complete.
On the day of your installation, our engineers will get your home phone services set up and will make sure that your number has also switched over.
What happens if there is a delay in switching my home phone number?
Hopefully everything goes smoothly, but if we can’t switch your home phone number on the day we’ve told you it’ll be completed, you may be entitled to compensation if it’s delayed beyond 1 working day.
If your number switch is delayed beyond 1 working day, please contact us.
To be entitled to compensation, there’s 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 add a one-off credit on your next monthly bill.
We’ll work out the credit amount by taking your monthly home phone 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).
You can find out more about our auto-compensation policy here.
Troubleshooting home phone issues
Here are the most common issues that customers need help with when installing their home phone.
You should’ve received a card in the post, confirming your new Virgin Media home phone is live and telling you your new number. If you've not had this, the service may not be live yet.
If the day of your pack delivery has passed and you've still not had the card, please try the steps below as your home phone service may be live.
Virgin Media uses a separate network to all other home phone providers. This means that for our service to work, you need to have one of our home phone sockets in your home.
If your home phone service isn’t working, the first thing to do is check which socket your handset is plugged into. If your home has had Virgin Media installed recently, the phone socket will say Virgin Media on it. If your home has had cable installed for a long time, the phone socket may say NTL or Telewest instead – these phone sockets should still work.
If you find more than one Virgin Media home phone socket in your home, please check each one as only one of the sockets will be directly connected to your phone line. This is called the master socket.
You can also find more information on our wall socket help page.
Home phone FAQs
Once you connect your home phone to the sockets found on the Hub and wall socket, it will usually take approximately 5 minutes to set up and become active. However, in some circumstances it can take up to 24 hours.
The digital voice switchover is a nationwide upgrade, happening on all networks from all providers across the UK.
We’re carrying out essential work to make sure our home phone service is fit for the future. More specifically, we’re switching it from analogue to digital – turning off our outdated copper telephone network and instead providing our service over the future-proof fibre broadband network.
You can find more information via our digital voice switchover help page.
