Thanks for letting us know about this on the community.
When I test the line it shows in use so I just want to make sure that you have tested/replaced the handset otherwise I would like to arrange for a technician to visit your property so please let me know if this is required.
Apologies again for the inconvenience you're experiencing with your telephone service at the moment.
We'd really like to rule out the handset as a potential cause of the issue, you can do that by trying an alternate handset on your line or your handset on an alternate line. The reason we ask you to do this if the engineer finds that the problem is with your equipment, there could be a charge for the appointment, which is something we really want to avoid for you.
One of the main reasons for me moving from Sky toVirgin Media was the fact that any problems would be covered. But I have now spent two days trying to sort out my phone. I only have the one socket cannot try my phone anywhere else and I do not have another phone. Please sort this out for me.