Forum Discussion

SLM's avatar
SLM
On our wavelength
12 months ago

Landline dead after Virgin working in area

Hi

My landline has gone completely dead since yesterday 30/01/24. I have done all the checks in my house including removing all phones & connecting just one hard wired phone without success.

When I checked the status on Virgin it said there was no issues in my postcode area. However a note on the page showed they had been working on the system between 1am & 6am yesterday morning - my line went dead after this timeframe.

When I say the line is dead I do notice a very faint hiss so assume the line is still connected. However, if I or anyone else tries to phone my number the line disconnects immediately - no engaged tone & no dialing tone.

This leads me to believe that my number has been disabled by Virgin. As I've had the line for 23 years & have never missed any payments I can only guess that I have been disconnected in error.

If I connect to Virgin for help through my account all I get is offers to upgrade my broadband but nowhere to log my problem. Can anyone tell me if this a known issue & how do I get this fixed?

Thanks 

  • Reece_MH's avatar
    Reece_MH
    12 months ago

    Hi SLM 👋

    Thanks for posting, and welcome back to the Forums.

    I'm sorry to hear you're experiencing some trouble with your Landline.  I've taken a look on our side and can see there is currently a known problem in your area. The details are below.

     

    Fault: You might find that your Virgin Fibre, Voice and Virgin TV services are intermittent. We are working as hard as we can to fix this, however, due to the complexities of the issue it's taking us a little longer than normal.

    Fault Reference: F011159432

    Estimated Fix Time: 05/02/2024 12:30am

     

    Our teams are working as quickly as possible to resolve this issue, and we're very sorry for any inconvenience caused. You can continue to track updates by calling 📞 0800 561 0061, which is our automated service checker.

     

    Cheers,

  • Reece_MH's avatar
    Reece_MH
    Forum Team (Retired)
    12 months ago

    Hi SLM 👋

    Thanks for posting, and welcome back to the Forums.

    I'm sorry to hear you're experiencing some trouble with your Landline.  I've taken a look on our side and can see there is currently a known problem in your area. The details are below.

     

    Fault: You might find that your Virgin Fibre, Voice and Virgin TV services are intermittent. We are working as hard as we can to fix this, however, due to the complexities of the issue it's taking us a little longer than normal.

    Fault Reference: F011159432

    Estimated Fix Time: 05/02/2024 12:30am

     

    Our teams are working as quickly as possible to resolve this issue, and we're very sorry for any inconvenience caused. You can continue to track updates by calling 📞 0800 561 0061, which is our automated service checker.

     

    Cheers,

    • SLM's avatar
      SLM
      On our wavelength
      12 months ago

      Thank you for the prompt reply & helping me out on this issue.

      I'm housebound & in extremely bad health, so I'll keep my mobile close at hand until it has been fixed!

      It's unfortunate that Virgin do not make the information you have provided more easy to find - instead their online status checker tells me everything is working fine on my account.

      I'll let you know if/when it's working again - hopefully by the 5th February.

      Thanks again

      • Reece_MH's avatar
        Reece_MH
        Forum Team (Retired)
        12 months ago

        We understand the worry that this has caused, SLM, and I'll be sure to feed this back to the teams who manage the fault notifications.

        We do offer an Emergency Backup Line for Landline services for those who are reliant on it. Based on what you've told us here, I do think this will be something that we should get installed for you - but it is completely your choice. It's free of charge, and one of our Technicians come out and get things set up for you.

        Unfortunately, at present, as there is currently a fault in the area, any Technician appointments will be automatically cancelled. However, once the fault has been resolved, please do get back in touch with us, and we'll get this booked for you as soon as possible, should you wish 🙂

        Thanks,