Welcome to the community and I'm sorry to hear that you're without your telephone line at the moment.
I would like to take a look into this for you but I will need to gain access to your account so if you click on the purple envelope at the top right of your screen you will see a message waiting for you requesting further details.
I have now located your account to run a couple of tests and I'm not finding any faults in the area at the moment so can I just confirm whether you have tested your equipment because next I would like to arrange for a technician to visit your property.
I havent tested it no... Ive had a look round the house and there doesnt appear to be any other phone sockets. Im quite new to the area too so i dont know who i could ask to try it elsewhere unfortunately..do you know what else i could try?
I have been able to access your account via your Forum details and run testing on your line. I can see that there are no outages reported for your area and the test results aren't indicating what is causing this issue, so we will need for you to check your equipment.
If the below checks have already been done, I can schedule an engineer to call out to get this fixed for you.
Please verify the following checks have been done:
Check the phone – Please try another phone to check if the line is the issue (required on no dial tone faults). Is the phone turned on and if it is, are the batteries correctly inserted & charged? **If you don't have an alternative phone handset to try, please try your phone on a different landline (friend/relative/neighbour's landline) and see if it works**
Check the socket – Check the phone is plugged into the right socket; you’d be surprised how often it’s not. Ensure it is plugged into the Virgin Media socket with the logo or if no logo exists, the correct phone socket.
Check the extension – Is it connected properly? Does the problem persist if the phone is plugged directly into the Virgin Media socket with the logo or if no logo exists, the correct phone socket?
I'll send you a private message requesting further details so that I can arrange an appointment for you if you are still having the fault on the line after doing the above checks. Just click the envelope icon at the top right of this page.
Virgin Media Forum Team
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