constant engaged tone when ringing in or out

[T-smiff]

Hi,

I am unable to dial out on my landline as all i get is the engaged tone, phoning my landline from my mobile when the phone is connected  leads to an engaged tone also.

I have tried unplugging & reconnecting my landline, resetting all my handsets, nothing seems to fix it. 

I have checked with the VM status page and it states no issue with landlines in my area. 

Is there any other test that can be done on the line before requesting a call out?

[John_GS]

Hi @T-smiff 

Thanks for posting and welcome back to the community. Sorry to hear of the phone line issue. Thank you however for confirming the steps you've already taken regarding this matter. Could you please confirm, the landline is plugged in to the telephone port one on the router? 

If so, is this setup;
Directly into the hub, replacing the phone lead between the handset and router? 
Using an adapter?
The hub connecting directly to an internal phone socket and also the phone connecting to this socket using an adapter?

Please keep me posted 🙂

[T-smiff]

Hi John,

Thanks for the quick response.

I have tried turning everything off a couple of times and tried different handsets.

My phone is connected to my router via an adapter and plugged in to tel.1 socket. I have tried socket 2 but that does not work at all.

Thanks

[John_GS]

Hi @T-smiff 

Thanks for coming back to me. I'll send you a PM now as you'll need a tech visit.

Best wishes.

[John_GS]

Hi @T-smiff 
Thanks for joining me on PM and confirming your details so I can book in the technician visit for the engaged tone and the upstream channel issues. The visit will be viewable shortly in your online account - virg.in/myVM - where you can cancel/amend if needed.
There will be no charge for this visit unless:
• The technician diagnoses the faults as not being caused by our network/equipment 
• The technician discovers that the fault or problem relates to your equipment
• The technician discovers that the fault or problem relates to any system that we are not responsible for
The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account. 
Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment.
If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment
Let us know how the visit goes and do also pop back if you ever need further assistance.