topic Re: Received a letter about upgrading Home phone in Mobility

Received a letter about upgrading Home phone

Frezco87 — Fri, 07 Aug 2026 19:32:23 GMT

I have a home phone plan in Quebec

not a cellular plan

Home Phone

and i just received a letter that as of march1 i need to upgrade

but it’s a home Phone plan

What are you doing for customer like me ? Upgrading the Zte box ? New Sim card ?

Re: Received a letter about upgrading Home phone

VirginPlusKris — Sat, 08 Aug 2026 13:50:21 GMT

Hi there, @Frezco87. Thanks for reaching out.

For the Community to be better able to assist, could you please provide further details as to what exactly the letter in question says? Does it say why you need to upgrade? Is there any contact info provided within?

If possible, a picture of the letter itself would be of great help. Do make sure to obscure or censor any sensitive personal info contained within (home address, account details, etc.)

Looking forward to hearing back from you.

— Kris

Re: Received a letter about upgrading Home phone

Frezco87 — Sat, 08 Aug 2026 14:54:33 GMT

Yes

here you go

Im even paying 3$ per month for legacy network fee when one of your agents told me No that i wont be affected but apparently your home phone runs on 3g

so what im supposed to do now ?

Re: Received a letter about upgrading Home phone

VirginPlusKris — Sat, 08 Aug 2026 15:05:56 GMT

Thanks for sharing, @Frezco87.

Do you know exactly what model of home phone / home phone hub you're using? Certain models, such as the ZTE WF721 & WF720, are being phased out with the deactivation of the 3G network; this has been the case for multiple providers, both within Canada and abroad.

If you do happen to use either of these models, I would recommend reaching out to the number at the bottom of the letter there for them to assist. The letter you've received is primarily aimed for mobility users, not home phone users, but is intended to be generic enough for anyone who could be using older hardware that only supports 3G.

— Kris

Re: Received a letter about upgrading Home phone

Frezco87 — Sat, 08 Aug 2026 15:22:55 GMT

yes i have reach out i have one of those two models and the agents told me they couldn’t do anything and they suggested to go with bell which is more expensive

Should i go in store insted ? Cause your number seams to not know anything

like i said im even paying for 3$ legacy

Your agent couldn’t help me either told me it can be removed but i wont have acces to my line …

If it continues i will suggest transfer my line to Fido as i know they have also a Home Phone Plan

Re: Received a letter about upgrading Home phone

VirginPlusKris — Mon, 10 Aug 2026 14:20:31 GMT

Good morning, @Frezco87. Thanks for your patience.

We'd like to collect some more information for you so we can dig deeper into what the next step will be. We'll be reaching out in a private message with some addition questions - please check your Messages within your profile avatar in the top right corner.

Unsure how to check or send a private message? See How to send a private message

Looking forward to hearing from you.

— Kris

Re: Received a letter about upgrading Home phone

Kiwi — Fri, 14 Aug 2026 22:24:49 GMT

I'm in the same boat. 1½ hours with customer support chat (machine then human) resulted in having tech support phone me. But wrong department of tech support. They transferred me to another department. The gentleman was very helpful - understood the problem and searched everything he could find for an answer to the problem of upgrading my home phone hub. No luck at all.

He thought perhaps my local Virgin store might be able to deal with it as there is NO ONLINE method for the upgrade. I don't go out for health reasons. All he could then suggest was to contact ZTE directly.

I have sent ZTE an email.

Virgin needs to support Home Phone if it offers the service.

Re: Received a letter about upgrading Home phone

RSM911 — Mon, 17 Aug 2026 19:05:17 GMT

I also have recieved the letter and own a WF721. for my home phone. What is the replacement plan if the WF721 is being phased out?

Re: Received a letter about upgrading Home phone

Kiwi — Mon, 17 Aug 2026 19:44:15 GMT

I got an email back from ZTE saying they have no way to help with this, and to go back to Virgin to sort it out.

Re: Received a letter about upgrading Home phone

Kiwi — Mon, 17 Aug 2026 20:03:00 GMT

Email from Virgin says it must be done. Virgin support does not know how. Neither does tech support. (This all took 1½ hours.)

Tech suggested asking ZTE. ZTE replied telling me to ask Virgin.

So I'm asking here

Re: Received a letter about upgrading Home phone

Frezco87 — Mon, 17 Aug 2026 20:12:06 GMT

Unfortunately Virgen mobile has no sulution from what i have seen. Bell offer is offering me the price i need to connect my line to their Hub Modem which i cannot cause is in install in my basement and my main phone is on the second floor.

fido offer the same service for the same price

So i might just switch with them before March1

Re: Received a letter about upgrading Home phone

Kiwi — Mon, 17 Aug 2026 20:47:25 GMT

Thanks for this info. I'm expecting Virgin to get it together at some point, but we can always ditch them.🙂

Re: Received a letter about upgrading Home phone

RSM911 — Tue, 18 Aug 2026 11:31:29 GMT

Salmon Arm, BC ZTE WF 721, how do I upgrade to a compatable unit?

Re: Received a letter about upgrading Home phone

VP Roses — Wed, 21 Oct 2026 23:03:02 GMT

Same issue for my dad. VP online support says they do not have home phone services. lists ZTE 723 as compatible device, but I don't see it available to buy. I'm now looking into buying a OOMA Telo device see if it will work.

Re: Received a letter about upgrading Home phone

Kiwi — Thu, 22 Oct 2026 11:46:48 GMT

Hey, all. I may have had success with this problem today. I went to the HomePhone Plan page and engaged the chat function there and got a human who knew what I needed (it seems). I'm feeling I'll wait and see.

Re: Received a letter about upgrading Home phone

Kiwi — Fri, 30 Oct 2026 19:55:20 GMT

Well, sh_t, 😆😆. They didn't send a replacement hub for the home phone but sent a smartphone instead. That will work for my prepaid voice account, but has nothing to do with the topic discussed in their support chat.

Re: Received a letter about upgrading Home phone

VP Roses — Sat, 31 Oct 2026 18:15:22 GMT

were they able to order you a new upgraded Home phone device?

I somehow got through to a human last weekend, but then they couldn't search replacement devices because they said their system was down and they'd phone me back. They have not.

So far I have found that Fido and Telus offer a Wireless Home Phone. Both are $30 per month plus activation / setup / delivery fee of about $40

Re: Received a letter about upgrading Home phone

Kiwi — Sat, 31 Oct 2026 18:37:37 GMT

Hey, Roses.🙂 I truly believed the support person and I were talking about the same thing (home phone hub), but no. She must have thought I was a muddled old lady so she acted on the assumption that I must be talking about a smartphone. I haven't had the heart to start over yet.

Thank you for the telus/fido research - I may have to go with that eventually.🙂

Re: Received a letter about upgrading Home phone

VirginPlusAntonie — Mon, 02 Nov 2026 17:35:07 GMT

Hey there @VP Roses and @Kiwi ,

We wanted to jump in and provide more details regarding your wireless home phone hub and how you can request a compatible one.

You can request a new wireless home phone hub (ZTE WF723) at your nearest retail location before March 1 to maintain your connectivity.

Note: We suggest contacting your retail location first, as there is limited inventory. In the instance that your nearest locations don't have any in stock, they have the ability to do a special order for you.

Let the community know if you have more questions.