Help & Support

Useful information for your Virgin Phone

Want to know if your phone will work with your alarm system or any other questions? We have the answers.

To select the correct information for your Virgin Media phone service, you need to know which Phone Zone you’re in. If you already know this, then choose the appropriate section below. If you’re not sure which Phone Zone you’re in, then just dial 1765 from your home phone to find out.

Will Virgin Phone be compatible with my House / Care Alarms?

Most security and personal alarms and health monitors should be compatible with our network.  However, it's your responsibility to check with your alarm provider to ensure that your alarm is compatible.

Will my phone work if there is a power cut?

Our network continues to have power even if there is a power cut at your home. This means you will experience no loss of service unless you use a cordless / DECT phone as these need to be plugged in and powered to work.

Will my security or personal alarm work during a power cut?

If you have a security or personal alarm or health monitor,  or other alarm or monitor, which is connected to your telephone line, this will still work during a power cut.

I have accessibility requirements, are there any measures in place in the event of an emergency?

For customers with accessibility requirements we have measures in place to help in the event of an emergency. For more information please see the article Telephone Accessibility on Virgin Phone.

Will Virgin Phone be compatible with my House / Care Alarms?

Most security and personal alarms and health monitors should be compatible with our network.  However, it's your responsibility to check with your alarm provider to ensure that your alarm is compatible.

Will my phone work if there is a power cut?

As your Virgin Phone will be provided over our broadband network, you should always keep your broadband router plugged in and switched on at all times to make and receive calls.  In the event of a power or network outage, your telephone service will not work and you will be unable to make or receive telephone calls, including calls to the Emergency Services.  You should keep a mobile phone handy and charged and use your mobile phone to call the Emergency Services should you need to.

Will my security or personal alarm work during a power cut?

If you have a security or personal alarm or health monitor,  or other alarm or monitor, which is connected to your telephone line, this will not work during a power cut.  You should check with your alarm provider to see whether your alarm is connected to your phone line and if this affects you.

I have accessibility requirements, are there any measures in place in the event of an emergency?

For customers with accessibility requirements we have measures in place to help in the event of an emergency. For more information please see the article Telephone Accessibility on Virgin Phone.