Setting up a Virgin Media Hub and landline
Follow these simple installation steps for your Virgin Media home phone set up.
Push the white cable with the black label into the Hub. Next, connect the power cable.
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.
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.
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.
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.
Once you’ve set up and activated your services, the process of switching over your number can begin – which could take up to 10 days.
On the day of your install, our technicians will get your phone services set up, making sure that your number has also switched over.
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.
You should have had a card in the post, confirming your new Virgin Phone is live and telling you your new number. If you've not had this, your Virgin Phone may not yet be live.
If the day of your pack delivery has passed and you've still not had the card, then try the steps below, as your phone may be live.
Virgin Media uses a separate phone network to all other home phone providers. This means that for our phone service to work, you need to have one of our phone sockets in your home.
If your 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 fairly recently, then the phone socket will say ‘Virgin Media’ on it. If your home has had cable installed for a long time, then the phone socket may say ‘NTL’ or ‘Telewest’ – these phone sockets should still work.
If you find more than one Virgin Media phone socket, please check each one, as only one of the sockets will be directly connected to your phone line. This is the ‘Master’ socket.
It’s recommended to check the handset you’re using, with your phone service. Check that it’s plugged into our phone socket correctly, and if it needs power, that its power supply is switched on and connected.
Also, try a different handset with our phone sockets. This will confirm it’s not a problem with your handset.
Here you can find more landline troubleshooting help.