Forum Discussion

Tjh1989's avatar
Tjh1989
Tuning in
8 months ago

Landline engaged tone

Since Saturday our landline has not been working, pick up handset and get a dial tone, enter a number and it goes to an engaged tone straight away regardless of the number (even 150, 1471 and 1571). Tried rebooting hub and swapping to a corded phone but still same issue. Called to report a fault and asked to wait 24 to 48 hours, called back today to be told they are monitoring the situation and it may be another 7 days and to stop calling back as it won't help. An engineer is clearly needed but nothing is being arranged and whilst I am assured I will be compensated for loss of service I have little faith it will ever arrive as I haven't got any proof a fault has been logged. Totally unacceptable service. 

  • Hello Tjh1989,

    Welcome back to the community and thanks for taking the time to post. I’m sorry to hear of the issues that you’re having with your landline at the moment. We can get this looked into further from here. Firstly, are you able to receive calls from landlines and mobiles or is it just calling out that you're having issues with? 

    Kind Regards,

    Steven_L

    • Tjh1989's avatar
      Tjh1989
      Tuning in

      Hi Steven

      Incoming calls the telephone would ring, the handset is picked up and the line is dead. 

      Tonight the phone seems to have began working after 6 days of it not, but I have had no notification that anything has been done or what the issue was, also do you know when the automatic compensation for loss of service will show on the account? 

       

      Thank you. 

       

      • Steven_L's avatar
        Steven_L
        Forum Team

        Thanks for coming back to us Tjh1989 and we're sorry that you have had issues on your landline for 6 days but we're now glad to hear that your landline is working again. If automatic compensation is awarded it would be added to the closest bill after the fault has been resolved.

        Kind Regards,

        Steven_L

  • Hi,

    Encountering the exact same problem with no means to contact / speak with Virgin Media. No incoming/outgoing calls, Line is continually engaged, same result when dialling 150, 1271. Very poor.

    My landline has been out for 4 days so far.

    • Carley_S's avatar
      Carley_S
      Forum Team

      Hi GMS1 

      Welcome to the community

      Sorry to hear you're having issues with your landline at the moment.

      Can you confirm if you're phoneline is plugged into the main master socket, an extension or into the router?

      How many pieces of equipment are connected to the phone line?

      There are a few troubleshooting checks I will need you to perform to see if they are successful in resolving the issue. Can you: 

      • Check the phone is seated in the base unit correctly & powered ON.
      • Remove all other equipment connected to telephone sockets.
      • Unplug the phone and check another phone directly into the main socket ensuring this is a VM socket and not one with a BT or Sky logo. If no alternative handset is available then ensure the original phone is plugged into the main socket with no other pieces of equipment being plugged in.

      Let me know if any of these checks work at all, or if anything changes with the dial tone. 

      • GMS1's avatar
        GMS1
        Tuning in

        Hi Carley,

        I have completed all the checks as suggested, the result is still the same.

        No incoming calls - as I said in the previous email. The following message is heard:                                              "The person your calling isn't around right now please leave your message after the tone."                                         Outgoing calls - continuous engaged tone.        

        Dial 150 from my 02/Virgin mobile - "It has not been possible to connect your call please try again later".    

        I have a real concern over the landline not being available as I have an elderly parent in the house who relies on this means of communication.

        Please advise.

        Regards

         

         

         

  • Tudor's avatar
    Tudor
    Very Insightful Person

    Carley_S my problem that was very similar to this has now been fixed. I had a technician visit and after doing many tests by people at the other end got it working. What had to be done was to delete my telephone number from my account and then add it back in followed by a firmware update of my hub.

  • Tudor's avatar
    Tudor
    Very Insightful Person

    Go into the settings on the hub and make sure ‘telephony’ is enabled. If it’s not and it remains disabled after a pin-hole reset, VM will have to do some actions with your account.