Losing dial tone on landline

[Callinder]

A few weeks ago my landline suddenly stopped working and it had no dial tone. A couple of days later I was just about to phone Virgin Media from a different address when, after checking to see if it still wasn't working, it started to ring and my wife answered the phone. Now, yet again, when I tried to use the landline there was no dial tone. To add some extra information about 10 years ago the phone line Virgin were using was broken. How was a mystery and the Virgin engineer decided to run another line for the landline. Unfortunately as he hadn't expected this he used cable that looked like it was intended for internal use. When I phone up about this basically I was told,"If it's not broken then we won't fix it". I thought that as that's my philosophy when I worked in IT I couldn't argue. As I have a Hub 4 couldn't I just get VOIP since everyone will be migrated to that system eventually?

[Zach_R]

Hi @Callinder,

Thank you for your post and welcome to our community forums. We're here to help.

I'm so sorry to hear that you've been facing some landline service issues recently. Whether or not we can move you to the new landline service switchover prior to your local switchover date depends on a few factors, but it should be possible.

I'm going to send you a private message in a few moments. Please respond to this when you can and we'll go from there.

Thanks,
 

[Zach_R]

Hi @Callinder, 

Thank you for getting back to me via private message so that we could look into this for you. As we discussed there, a technician visit has now been scheduled and booked.
 

I'm unable to confirm the date/time of the booking publicly, but this can be checked and managed via the My Virgin Media online account. It may not appear straight away, but after an hour or so it should update and show it.

A fault technician visit is free of charge unless one of the below instances apply:

•    You are not present for the technician visit.
•    The fault is due to your own equipment.
•    The fault is due to damage caused by yourself or someone at the premises which we were not aware of.
•    The fault is due to theft, loss, or removal of equipment.

If any of the above apply, there will be a £25 charge which will be added to the next monthly bill.

You can find more information about this here.

Let us know how the visit goes either way.

Thanks,