We’ll be sending you:
A text, email or letter with your switchover date
An adaptor to connect your home phone to the WiFi Hub
Some step-by-step instructions to get you set up
Please read all this info carefully and only set up on your switchover date – your adaptor won’t work before then.
Still stuck? We’re here to help – just call us on 150 from a Virgin Media home phone or 0345 454 1111 from any other phone. And if you can’t find your instructions, don’t worry – we’ve popped them below as well.
Steps to switch
On the day of your switchover, plug the adaptor into the top grey port – labelled 1 – on the back of our Hub
Unplug the phone line cable of your landline (or base station, if it’s a cordless phone) from the wall socket
Plug the end of the landline cable you unplugged from the wall socket into the adaptor
Once that’s done, wait a couple of minutes for the dial tone, then make a test call – your new landline service will be set up and ready to use.
Just got home phone? Don’t worry – you won’t need to add broadband or TV to your package. We’ll install the Hub at no additional cost and without changing the services you get with us – you'll simply need to book an engineer.
Got questions after switching?
Can’t make calls? Here are a few easy fixes:
Check that it’s your switchover date – the service won’t work before then
Make sure the phone cable and adaptor are connected securely
If you have a Hub 3, a green phone icon should flash during setup – if the light is red or not showing, check the connections to the Hub, switch it off and on, then try again
If you have a Hub 4 or 5, and the Hub’s light flashes red for more than a few minutes, check the connections to the Hub, switch it off and on, then try again
Not receiving calls? Try this:
Check you don’t have Anonymous Caller Rejection switched on – this might be stopping you from receiving calls from withheld numbers
Run a test on your broadband and landline service here
Still no luck? Call us on 150 from a Virgin Media home phone or 0345 454 1111 from any other phone.
If you were sent a new Hub, it should have come with a handy set of installation instructions, which you can also find here .
If you had an engineer installation, then your Hub should be all set up for you.
Your new WiFi Hub will come with a factory generated WiFi name, so you’ll have to reconnect your devices using the network name and password on the back or bottom of the Hub.
Want to mirror your previous name and password? Find out here.
You’ll know the switch has happened and that your phone line’s working because there’ll be a dial tone on the phone when it’s plugged in, and you’ll be able to make and receive calls.
If you have a friend or relative who needs support with their Virgin Media account, you can call as a third-party contact. You’ll just need to give us their account details.
Adding or resetting home phone features
24 hours after your switchover – or the next Monday, if you’ve switched on a Friday – you can grab these features for no extra cost:
Call Divert
Divert incoming calls to another phone number - you’ll only get this if your phone doesn’t have a voicemail serviceReminder Call
Set up an automatic call to ring you at a specified timeCall Waiting
Queue incoming calls if you’re already on the phoneAnonymous Caller Rejection
Block withheld numbers from calling youThree-way Calling
Chat to two callers at onceQuick Dial
Save numbers to dial in just a few taps
To set them up, simply call us on 150 from a Virgin Media home phone or 0345 454 1111 from any other phone.
Already have these features?
Their settings will reset when the switch happens, so you’ll need to set them up again. Don’t worry if you currently pay for any of them – the cost will be removed from your account when you switch. Unfortunately, Ring Back When Free will no longer be available.