Forum Discussion

Deepz's avatar
Deepz
Just joined
21 days ago

Landline Dead Since 17th June 2025 – No Fault Shown – Urgent Support Needed

Hi Virgin Media Community,

I’m posting here as a last resort after struggling to get proper support.

My Virgin Media landline has been completely dead since 17th June 2025. When calling the number, it just says “We cannot take your call now.”

However, when I log into my account, it shows a green tick and says “No known issues” with the landline.
I’ve tried calling the support number 0800 052 2164 but couldn’t get through to anyone — the options keep looping me around with no way to speak to a human.

This landline is essential as it’s used by my elderly mother, and we need it restored urgently.

Package:

  • M50 Fibre Broadband
  • Maxit TV
  • Talk More Anytime
  • Approx. £85/month

I’ve already:

  • Logged a formal complaint through your website
  • Contacted Virgin Media on WhatsApp, but still awaiting resolution

Can someone from the Forum Team please help escalate this and get it fixed?
If a technician visit is needed, I’m happy to arrange it.
Also, I’d like a credit or refund for the time the phone line has been unavailable.

Thanks in advance,
Deepak

home phone
Landline

10 Replies

  • Daniel_Et's avatar
    Daniel_Et
    Icon for Forum Team rankForum Team
    21 days ago

    Hi Deepz 👋 Thank you for your post and welcome to the Virgin Media Community 🙂

    We're really sorry to hear about the issue you've been having with your landline service and the poor experience you've had when trying to get it resolved 😔

    We can see you're currently being impacted by an area outage, which has an estimated fix time of 9am on Friday (27 June).

    Whilst we do our best to keep any faults and downtime to an absolute minimum, unfortunately service issues do happen from time to time. We'll always aim to have you back up and running as soon as possible, but, in some instances, this can take longer than we'd like.

    You can read about our Automatic Compensation Scheme here. 

    If you're still no further forward once the estimated fix time has passed, and it hasn't been updated on the service status checker, please pop back to us on here.

    Regards,
    Daniel

    • Over70's avatar
      Over70
      Settling in
      21 days ago

      I hope it is ok to highjack this thread. We also have just the same problem (GU52 area) is the target date for resolving the issue also 27 June ?

      • Daniel_Et's avatar
        Daniel_Et
        Icon for Forum Team rankForum Team
        21 days ago

        Hi Over70 👋 Thank you for your post and welcome to the Virgin Media Community 🙂

        We're sorry to hear you're having the same problem 😔

        What's currently showing on the service status checker? You can access that by clicking here. 

        Regards,

        Daniel

  • Deepz's avatar
    Deepz
    Just joined
    7 days ago

    Hello Virgin Media Forum Team,

    I’m reposting as my previous message seems to have disappeared.

    My elderly mother’s landline has been down since 19 June 2025 due to an ongoing outage (Ref: F011872969). Despite a promised resolution date of 30 June, the issue remains unresolved as of today, 6 July 2025.

    This has caused serious anxiety and distress for her, and we urgently need assistance. I have raised a formal complaint (Ref: C-2206251081) and involved the Communications Ombudsman due to the prolonged disruption.

    Could the Forum Team please escalate this as a matter of urgency? We are unable to wait any longer without essential phone service.

    Thank you for your help.

    Kind regards,
    Deepak Patel

    • Cardiffman282's avatar
      Cardiffman282
      Wise owl
      7 days ago

      https://community.virginmedia.com/discussions/Telephone/landline-dead-since-17th-june-2025-%E2%80%93-no-fault-shown-%E2%80%93-urgent-support-needed/5648058

    • Kath_P's avatar
      Kath_P
      Icon for Forum Team rankForum Team
      7 days ago

      Hi Deepak, 

      Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

      Checking the history of things, we can see that we were speaking to you via private message. It doesn't look as though you replied to my colleagues last message. Please go back to your inbox and reply to the last message.

      I'm afraid if you've already involved the Ombudsman, we would not be able to support you any further. You would need to speak to your Ombudsman case handler for any updates. 

      Many thanks, 

    • Roger_Gooner's avatar
      Roger_Gooner
      Alessandro Volta
      7 days ago

      If you are vulnerable then VM has the EBUL which replaces the handset to make mobile calls in the event of a network or power outage. Why not just install the EBUL rather than wait to be told to do so by the Ombudsman.