Forum Discussion

Tinu's avatar
Tinu
Tuning in
2 years ago

Landline not working

Hi, my landline is not working. I have no dial tone and incoming callers get an engaged tone. Service status says there is no problems and I can’t find anyway to report the issue through the website, it just keeps sending me round in circles to check the service status. The phone is charged and working fine. Could someone please help or let me know how I can contact Virgin media other than by phone.

Thanks

  • Hi Tinu 

    Welcome back to the community forums. 

    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. 

    • Tinu's avatar
      Tinu
      Tuning in

      Hi,

      Thanks for your reply. The phone is plugged into the main master socket and is the only thing connected to the phone line. The phone is correctly seated on the base unit, powered on and batteries are handset are charged. No other handset is available to try. I seem to get an intermittent dial tone but can’t receive any calls. When I can get a call out the line is cracking and sometimes dropping out. 

      • Carley_S's avatar
        Carley_S
        Forum Team

        Thank you for confirming this Tinu 

        Are you able to test if another landline phone has the same dial tone concerns at all?

    • Lee_R's avatar
      Lee_R
      Forum Team

      Hi wm29 thanks for posting.

      And thanks for the nice feedback. Remember, if you ever need assistance in the future, our fantastic community and forum team are always willing to lend a hand. Please bear in mind, you can manage your account from here. Your online account, will give you access to your bills, show your package details, diagnose any possible faults and monitor any orders and appointments you may have. 
      Regards
      Lee_R

      • wm29's avatar
        wm29
        On our wavelength

        Thanks for your comment. VM's Community Forum is a helpful tool in getting problems resolved. I don't want to hijack the OP's post, but what we both wanted was a dedicated phone number (with a human on the end of it) with the ability to report faults and give forecasted fix time if known. 

  • Hi Tinu thanks for getting back to me privately.  
    This is just a quick note to confirm you're satisfied with the response and efforts of the forum team?  Remember, if you ever need assistance in the future, our fantastic community and forum team are always willing to lend a hand. Please bear in mind, you can manage your account from here. Your online account, will give you access to your bills, show your package details, diagnose any possible faults and monitor any orders and appointments you may have. 
    Regards
    Lee_R

  • Hi Tinu thanks for getting back to me privately. 
    I have booked you in for the next available appointment. To view this please sign into My Virgin Media here. Once you log in scroll down to Orders & appointments then click on View your orders. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit, please do let us know and we’ll pop you a message to pass data protection and confirm the appointment details.
    Just to confirm, there will be no charge for this visit unless:
    The technician diagnoses the faults as not being caused by our network/equipment 
    The technician discovers that the fault or problem relates to your equipment
    The technician discovers that the fault or problem relates to any system that we are not responsible for
    The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.
    Please ensure that someone over the age of 18 is at the property for the time the engineer is there. If the appointment is unsuitable or if anyone living at your property has tested positive for Coronavirus, has been asked to self-isolate or has flu-like symptoms then please reschedule the appointment on the same link. If you do miss the appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment, so it is important to reschedule if needed. 
    Do please let us know how the appointment goes. 
    Take care.

     

    Lee

     

    • Tinu's avatar
      Tinu
      Tuning in

      Thanks for your help. I have received an appointment text message. 

      • Lee_R's avatar
        Lee_R
        Forum Team

        My pleasure Tinu  please do let us know how things go.

        Regards

        Lee

  • virgin are the most rediculous company ive ever come across my landline dont work so ive just been on hold for 15 mins while they try connect me to an agent then i get an automated message saying i dont have enough money to continue this call then cancel the call on me i had £7 credit when the call started
    now what do i do?

    • Robert_P's avatar
      Robert_P
      Forum Team

      Hello robevz

       

      We're really sorry to hear of the landline issues experienced and the problems speaking to the team, we appreciate you raising this via the forums.

       

      Can you elaborate on the landline issues experienced? Do you have a dial tone? Is the landline connected via a wall socket or the Hub? If it is the Hub are you experiencing any broadband connection issues?

       

      Is there anything reported here for your area that may explain the issue?

       

      Rob

      • robevz's avatar
        robevz
        Joining in

        to start with i tried contacting virgin with my mobile & they even say my secret password is wrong which it is not so ive had problems from the get go tonight

        ive never heard anything about phones being plugged into hubs always thought that was internet based so id imagine mine is in the wall

        no dial tone ive tried phoning my landline from my mobile & its ringing its just the house phone dont ring,also when picking up the landline theres no dialtone all silent,i bought a brand new phone today to see if that was the issue but it does not seem to be