Received a letter about upgrading Home phone

[Frezco87]

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 ?

[VirginPlusKris]

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

[Frezco87]

 

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 ? 

[VirginPlusKris]

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

[Frezco87]

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

[VirginPlusKris]

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

[Kiwi]

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.

[RSM911]

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?

[Kiwi]

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.

[Kiwi]

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 

[Frezco87]

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

[Kiwi]

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

[RSM911]

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

[VP Roses]

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.

[Kiwi]

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.