Hi I’m experiencing an issue with my landline
It’s showing a message check phone line.
i have just taken over the account from my husband and everything else is ok. Don’t know whether it’s just a coincidence that it’s stopped working at the same time as the changeover or if that’s the cause
Any help would be appreciated
Lynn
When you say you have "taken over the account from my husband", how was that achieved?
If you mean you closed down the old VM service, and you took out a new service in your own name as a new customer, that normally involves sending back the old equipment and installing new equipment. It also normally involves getting a new phone number (assuming you kept the same sort of package where landline is included).
What happens if you call the old number?
What happens if you try to dial out on the line? Is there dial tone or is the line dead?
Forum TeamHi lynnstevens
Welcome back to the Community Forums.
Sorry to hear of your concerns with your landline.
Are you able to advise what you mean when you say you have taken over an account from your husband?
We don't have a transfer of responsibility process for a request to change the names on an account. Did you arrange a new customer deal in your name for the same address?
If so, then this might explain the issue you have with the landline.
Hi
yes what I meant is that the account was in his name and now as it was at the end of contract it’s now in my name. So basically a new contract. I would have thought that the phone would have connected when the activation had taken place. But the line is dead and when I call it says the number I have called has not been recognised.
Forum TeamThanks for that information lynnstevens
If you have taken out a new customer deal online in your name, this would not be the same account as your husband's. It would be a brand new account with new services under your name. We do not have a process where you can transfer ownership of an account to another person upon request.
If this is the case, you would not retain the landline number; this would be lost when your husband's account closed, either on request or for the new account to become active in your name. A landline cannot be transferred to an account at the same address or into an account under a different name.
Does the contract/account in your name show you have a landline included in your package? If so, do you hear a dial tone at all on your landline?
Should you hear a dial tone, try calling a mobile to check your new landline number, which would be assigned to the new account.
I’ve just looked at my contract and it doesn’t specify the landline. My husband went into the O2 shop to sort this out and I’ve just told him that he’s sacked!! He wasn’t told this in the shop
We’ve always had the same number regardless of broadband suppliers so not sure why the number can’t be transferred to someone from the same family but there it is! It’s done
Alternative arrangements will have to be made when the contact expires next year and we opt for a new supplier.
Thanks for your reply
Forum TeamAh, okay, if your contract is showing that you do not have a landline service, then this would explain why your landline isn't working.
No, we cannot transfer a landline number to the same address or to an account under a different name upon this request, sadly. If you're unhappy with the contract and require a landline service with the same number, then you can cancel your account/contract if you're still in your 14-day cooling-off window, and your husband can call us to request a reconnection of his account/services. This would return the landline number, and your husband's account would be reactivated as it was before it disconnected.
If the landline number itself is not important, then you can call to add a landline to your services if you wish by calling 150 (free of charge) from a Virgin Media landline or 0345 454 1111 from any other phone.
I don’t want to reactivate my husbands account as then the monthly charge will be more and this was already renegotiated. I will just have to leave it as it is and then I’ll swap suppliers next year as I say
