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.

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.

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.

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

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.
  • 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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