Forum Discussion

Pat85's avatar
Pat85
Tuning in
6 months ago

Landline isn't working

I'm in Poole, Dorset, postcode starting BH16 5. My landline (plugged into a traditional standalone phone socket, not a Virgin hub) isn't working, and hasn't been since yesterday morning, 26th July 2024. It isn't a fault with my handset, it's a Virgin network fault. There is no dial tone and I cannot make calls, and other people say they cannot phone me.  There were 2 short power cuts each of a few minutes yesterday morning in this local area, and perhaps that may have adversely affected the Virgin equipment at the exchange or cabinet. There was a similar fault at the end of May 2024 for a couple of days, but the service then returned. The common factor does always appear to be that it occurs following power cuts. The Virgin network does not appear to be resilient.  However the online Virgin Service Status checker does not currently identify a Phone fault. I cannot phone customer services as I have no other phone I can use. Please can someone confirm this network fault and confirm that Virgin are dealing with it?

Thank you

  • Beth_G's avatar
    Beth_G
    Forum Team
    6 months ago

    Hi Pat85

    Thank you for your post and for including all the details about the fault you're reporting. 

    I've had a look at our side and can see that an outage has been reported in the area affecting landline services only. I'm afraid that I don't have many further details other than this and no estimated fix date/time as of yet but we are aware and working on the issue.

    I'm really sorry for any inconvenience caused.

    • Pat85's avatar
      Pat85
      Tuning in
      6 months ago

      Hi Beth

      Thank you for the information.  However, two days on and I still have no working landline service.  Do you have any further information on this fault?  What is the timescale for fixing it?

      I presume automatic compensation will now be payable.

      Pat

      • Daniel_Et's avatar
        Daniel_Et
        Forum Team
        6 months ago

        Hi Pat85, thank you for your response.

        We're sorry to hear your landline service still isn't working 😔

        In order to discuss this with you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

        If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.

        Regards,
        Daniel