Your home phone is getting an upgrade
We’re moving our phone service over to our fibre network to bring you the latest home phone tech, with some handy features as standard. It’s free and super simple to do. To keep your services up and running you’ll need to follow the instructions we recently sent you in a letter.
What’s all this about then?
- We’re moving your home phone services over our fibre network instead of a traditional telephone line.
- You should’ve received a letter from us explaining everything you need to do.
- It’s quick and easy, and if you’ve got any questions, you’re in the right place.
- If you can't find the answer to your question below, you can also go to our Community forum for more information.
Standard features
3-Way calling - Natter with two other people at once.
Call Waiting - A bleeping noise will let you know when someone else is trying to call.
Anonymous Caller Rejection - Anyone withholding their number won’t get through.
Quick Dial - Save your favourite numbers and dial them with a few taps.
- Our home phone services will soon be provided over our fibre network. This means your phone will need to be plugged directly into your broadband Hub.
- If you already had features like, Call Divert and Quick Dial, the settings for these will reset when the switch happens and you’ll need to set them up again. Don’t worry if you currently pay for one of these features, the cost will be removed from your account.
- These features will be added 48 hours after we’ve switched you over.
- Just so you know you 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.
- Anonymous Call Reject, 3-Way Calling and Speed Dial won’t be added automatically. You can switch it on later if you’d like to.
- You can find out more about these features and the ones that will no longer be available – like Ring Back When Free – in our home phone guide.
I want to know more about the adapter
We’ll send an adapter in the post. You’ll need this to connect your home phone to the WiFi Hub so you can make and receive phone calls over our fibre network.
All you need to do is plug in an adapter to the back of the Hub to connect your phone. You’ll need to do this on the dates we sent you in a recent letter.
It'll come with simple step-by-step instructions to help you get set up. You just need to make sure you do it on the date shown in your letter so you don’t lose your services. Can’t find the instructions? No problem – scroll down to the ‘Detail instructions’ part of this article to read them.
We’re glad it’s arrived! Simply keep it safe and insert it on the date shown in your letter. The adapter should’ve arrived with a handy set of instructions.
No problem. If we haven’t already, we’ll send you a text message by SMS on how to reorder. If not give us a quick call on 150 from a Virgin Media home phone or mobile, or 0345 454 1111* from any other phone.
You’ll need to book a free technician visit if...
- You rely on your landline for accessibility needs or don’t have a mobile to make an emergency call – we’ll provide you with an Emergency Back Up Line so you’re always able to call emergency services.
- You’ve got connected devices such as a burglar alarm linked to a control centre, use a telecare device, or have other phones connected to extension sockets. You’ll need to contact your provider and let them know about the switch if you have any of these to make sure they’re compatible with a fibre service.
- The Hub and your home phone can’t be placed near each other.
You need to connect the adaptor to your phone and Hub on the date specified in the letter we sent, or your home phone services will no longer work.
It’s great that you’re ready, but we won’t be switching the service over until the date in your letter, so you’ll temporarily lose your services until the switch is complete. Please keep the adaptor safe and only plug it in on the date specified in your letter.
Nothing at all – they’ll stay as they are.
No, your contract will remain the same.
If you, or someone in your household, rely on your landline for accessibility needs or don’t have a mobile to make an emergency call, we’ll provide you with an Emergency Back Up Line to make sure you’re always able to call emergency services.
We may need to arrange a technician visit. If you have a query which cannot be answered there or need to speak to us, you can also call us on 150 on a Virgin Media home phone or mobile, or 0345 454 1111* from any other phone. You can also go to our community form to find out more.
It won’t cost you a penny extra. Your new fibre phone line will cost the same as your current service.
Make sure you read your instructions
The letter we’ve sent about your home phone switchover is personalised to your account and contains all the info you need to swap your services. It’s really important you read it properly before you get started.
Detailed instructions
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 give us a call.
2. Grab the adapter we provided and plug it in to the top grey port, Port 1, on the back of our Hub.
3. Now, plug the end of the telephone cable you unplugged from the wall socket in to the adapter.
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.
Can’t make calls?
Your service won’t work until your switchover date – so you’ll need to check the date shown in the letter we're sending you. Make sure the phone cable and adapter are all connected securely.
- Hub 3: A green phone icon should flash showing the phone is set up. If the phone light is red or not showing, check the connections to the Hub, reboot by turning off then on at the back and try again.
- Hub 4 or Hub 5: If the Hub’s light ring flashes red for a couple of minutes, check the connections to the Hub, reboot by turning off then on at the back and try again.
Need to get in touch?
Call 150 from a Virgin Media home phone or mobile, 0345 454 1111* from any other phone, or visit virginmedia.com/fibrephone.
I’ve been asked to book a technician visit
Yep, that’s right. We’re moving our phone service over to our fibre network to bring you the latest home phone tech, with some handy features as standard. It’s free and super simple to do.
All you need to do is follow the instructions we sent you on how to book a technician appointment.
- We’re switching your home phone service over to our fibre network from the traditional telephone line at no extra cost.
- To do this this, you’ll need our latest Hub (as our new network won’t work with our older Hubs). Don’t worry if you don’t already have one – we’ll provide one at no extra cost.
- In the unlikely event there’s a power cut or a fibre network disruption, you won’t be able to make or receive calls and most devices that are connected to your phone line (like care alarms) will be affected until the power or network’s back.
- You’ll get features including 3-Way Calling, Anonymous Caller Rejection*, Call Waiting and Quick Dial as standard.
- If you rely on your landline for accessibility needs or don’t have a mobile to make an emergency call we’ll provide you with an Emergency Back Up Line (EBUL) to make sure you’re always able to call emergency services.
- Your contract and phone number will stay the same.
- This won’t be added automatically so you can still receive important calls from your doctor, carers or hospital. You can switch it on later if you’d like to.
Our network updates will mean that your current home phone services will no longer work so it’s really important that you book an appointment to avoid disruption.
Until we’ve switched you over, you’ll experience some call restrictions. This means you’ll only be able to receive inbound calls and dial 999. Plus, any connected devices will no longer work. If you try to make an outbound call, it’ll be diverted to Virgin Media so you can book a technician visit. To avoid disruption, make sure your technician visit is booked in.
That’s okay. To get your new phone services switched to our fibre network, we’ll provide you with a Hub at no extra cost.
Nothing at all – they’ll stay as they are.
No – the broadband and telephone service are separate and have their own quality of service.
Once your main home phone handset is connected to the Hub via the adaptor, your phone service will be up and running as usual.
If you have a call blocking device it should continue to work. If you have a separate call blocking machine connected to your home phone, simply disconnect the call blocking machine’s cable from the landline wall socket and instead plug it in to the Hub via the adapter.
Yes, they will. Only your main home phone handset needs to be connected to the Hub. If the Hub isn’t near to your main phone handset, then move your phone handset place it near the Hub. Your other handsets placed around your home and will then continue to work.
No – for phone extensions to continue to work, you’ll need to book a technician to make some changes to the Virgin Media wiring in your home.
Your main home phone handset will only work when it’s connected to the Hub, and the handset will also need to be plugged in to an electric socket. If this is a corded phone, then your home phone would need to be moved to where the Hub is situated. If you would like to keep your home phone where it is then you’d need to book a technician so that they can install a cable from the Hub to the main socket.
If you’ve moved your main home phone handset and are able to plug the cable into the Hub (via the adaptor), you’ll won’t need a technician to visit as you’ve solved the problem yourself. Only book a technician if you also have an additional phone line or additional handsets plugged into extension wall sockets around your home.
What if I don’t have a free socket in my Hub?
The only cable that should be connected to the RJ45 sockets is your adaptor, and then the phone line plugged into the adaptor. RJ45 sockets are smaller than an Ethernet cable sockets, and will only work for our phone service. The adaptor needs to be plugged into the first RJ45 socket, shown in the picture below.
Make sure you read your instructions
The letter we’ve sent about your home phone switchover is personalised to your account and contains all the info you need to swap your services. It’s really important you read it properly before you get started.
I’ve already switched and need help
If you were sent an adapter it should have come with a handy set of instructions. If you had a technician visit they should’ve already connected it for you.
If we’ve told you that you need an adapter please check your switchover date on the letter we sent you. You’ll need to wait until that date to insert the adapter. If you had a technician visit or you’ve completed the switch and it’s not working please check our faults page here.
Check if you have Anonymous Call Reject switched on. This might be stopping you receiving calls from withheld numbers. If it’s not working please check our faults page here. You can also go to our community forum for more information.
The new Hub will come with a factory generated WiFi name so you’ll have to reconnect your devices. Or, you can change the WiFi network name to mirror your current one, just ask the technician about this when they come to visit.
If you plug in your adapter before the end of service date, your new service won’t be ready. If you’re unable to plug in your adapter on the end of service date, the service from your wall socket will not be working, meaning you won’t be able to make emergency calls until after you switch over.
You’ll know that the switch has happened and that your phone line is working as…
- There'll be a green phone icon or a white light ring displayed on the Hub
- There'll be a dial tone on the phone when plugged in
- You’ll be able to make and receive calls
Just so you know...
- We’re switching your home phone service over to our fibre network from the traditional telephone line at no extra cost.
- In the unlikely event there’s a power cut or a fibre network disruption, you won’t be able to make or receive calls and most devices that are connected to your phone line (like care alarms) will be affected until the power or network’s back. Read more here.
- You’ll get features including 3-Way Calling, Anonymous Caller Rejection*, Call Waiting and Quick Dial as standard.
- Your contract and phone number will stay the same. A small portion of customers may need to change number and/or product in very limited circumstances.
- If you rely on your landline for accessibility needs or don’t have a mobile to make an emergency call we’ll provide you with an Emergency Back Up Line to make sure you’re always able to call emergency services. Read more here.
- If you’re using any connected devices (including care alarms) that use your phone line, you’ll need to check with the manufacturer to make sure they’re compatible with our fibre network phone line. We recommend those devices have their own battery and network back-up service. Find out more about this here.
- Your Text Relay services may be affected, find out more here.
*This won’t be added automatically so you can still receive important calls from your doctor, carers or hospital. You can switch it on later if you’d like to.
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