Forum Discussion

Nick_J2's avatar
Nick_J2
Joining in
15 days ago

Crackling noise on phone line

Hi,

I have had a problem with noise and crackling on my Virgin landline for about a month now. I unplugged my DECT phone base unit from the telephone socket and tried a friend's phone, but there was no improvement.

I dialed 150, followed the options and advice to have only one device connected to the line, and confirmed that there are no double adaptors or extensions involved. I then booked an engineer slot, but after choosing my appointment, I was put through to a Virgin rep who went through everything again. They claimed the problem was due to having too many phones connected to one line (I have a single base unit with three other phones, which hasn’t been an issue for years). They even tried to sell me an additional line!

I explained that I had tested another phone and still experienced the same noise interference, so I had no need for an extra line.

We only have the landline for elderly relatives to call—I do not need an additional line!

The rep insisted the problem was fixed and that it would improve once I made another call. Instead, I was kept on the line while they prepared a hard-sell deal to extend my contract, which expires in May. I declined the offer, and the issue remains unresolved—my line is still noisy and crackling.

How can I get this problem resolved without being pressured into buying something?

  • Hello Nick_J2,

    Welcome to the Community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having with your landline at the moment. I'm sorry for the information that you've been told by the team so far about the issues that you're experiencing. I would be happy to take a further look into this for you but first I would need to confirm a few details via private message, please look out for my message and we can get started.
    Kind Regards,
    Steven_L

    • Steven_L's avatar
      Steven_L
      Forum Team

      You're very welcome Nick_J2 and glad that we could get a visit booked in to resolve your issues. Please come back to us let us know here on the forums, if you have any further issues or questions. 

      Kind Regards,

      Steven_L

    • Nick_J2's avatar
      Nick_J2
      Joining in

      Steven,

      We are all good now. The engineer came round and diagnosed a fault outside of my property. Not sure of the specifics, as I was not around. Just glad its fixed and I've been really impressed with the response from you guys at Virgin Media Community.

      Thanks

      Nick

  • Virgin are in the process of switching from the traditional landline to connecting using the hub, I think it's due to be completed this year.

    https://www.virginmedia.com/help/digital-voice-switchover

     

     

     

  • Client62's avatar
    Client62
    Alessandro Volta

    The cackling noise on the phone line is my neighbour after a few sundowners.