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Yve2's avatar
Yve2
Joining in
3 months ago
Solved

Landline won't connect calls

Having problem with my plug in landline, there is a engaged tone when I lift hand set,

and when I dial number, call won't connect, however, incoming calls are working.

I've had this problem before, and Virgin just keep telling me to plug the phone into

the router to use VOIP. This doesn't work, as my area hasn't been activated for this yet.

The last time I had this problem, the land line mysteriously cleared itself after about eight

days and many fruitless (and expensive) calls to Virgin. Incidentally, every call handler said 

that there wasn't a problem on my landline, and blamed it on me not using VOIP (which,

as I've mentioned, isn't working in my area yet. Oh, and they 'solve' my query by sending

out countless VOIP connector kits. All useless.

 

  • Ayisha_B's avatar
    Ayisha_B
    3 months ago

    I'm sorry the issue has come back. I'll pop you a PM 📩 now so we can take a closer look into this or you Yve2 

    Speak soon!

8 Replies

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  • joshbuttlers's avatar
    joshbuttlers
    Joining in
    3 months ago

     You're dealing with a landline issue where outgoing calls won't connect, but incoming calls work fine.
    Since VOIP isn't active in your area yet, and Virgin is directing you to use it, you might want to try resetting the line or checking for any network outages
    Hope! it would be helpful.

  • Lee_R's avatar
    Lee_R
    Icon for Forum Team rankForum Team
    3 months ago

    Hi Yve2 thanks for posting and welcome to our community.
    Sorry to hear your landline has not been working for you. Can you please advise, if you've tried using an alternative handset? For future reference, you may wish to check for potential faults in your area here. That link would also allow you to login and book a technician if required. Also, if you still have the traditional phone socket, connection you may find here and here, useful. However, as you've reached out to us, I would love to have a look on your behalf. I'm going to send you a private message. Please keep an eye on your inbox in the top right of your screen.
    Regards
    Lee_R
     

    • Yve2's avatar
      Yve2
      Joining in
      3 months ago

      Unfortunately, the problem has re-occured.  I'm hearing crackly dial tone, and after dialling the number the call won't connect.  I've plugged the handset into the test socket right hand corner of wall box and still same issue.  I'm thinking if this goes on there's no point in my paying for the landline, as I can't use it.

      • Ayisha_B's avatar
        Ayisha_B
        Icon for Forum Team rankForum Team
        3 months ago

        I'm sorry the issue has come back. I'll pop you a PM 📩 now so we can take a closer look into this or you Yve2 

        Speak soon!

  • Ayisha_B's avatar
    Ayisha_B
    Icon for Forum Team rankForum Team
    3 months ago

    Thanks for confirming the requested details via PM Yve2

    I've booked an engineer for you to come out and have a look into the issue with the landline. You can find confirmation of the visit via your online account.

    Please let me know if there are any problems with the date or time and I can look to reschedule this for you. In regards to the appointment there are some details you need to know about. There will be no charge for this visit unless:

    •The engineer diagnoses the faults as not being caused by our network/equipment 
    •The engineer discovers that the fault or problem relates to your equipment
    •The engineer discovers that the fault or problem relates to any system that we are not responsible for

    The engineer 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 there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can also do this online or via the MyVM app by 4pm the day before the appointment.

    If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.

    Let us know how the visit goes! 🙂

  • Ayisha_B's avatar
    Ayisha_B
    Icon for Forum Team rankForum Team
    3 months ago

    Thanks for the update via PM Yve2

    I'm so glad the engineer was able to get the issue resolved and you now have a working landline 🙌   

    If you need any further assistance, let us know.

    Have a great weekend!

    • Yve2's avatar
      Yve2
      Joining in
      2 months ago

      I've just realised that the landline phone isn't ringing!  I can make outgoing calls, and seem to be receiving calls but the phone doesn't ring.

      • Vikki_M's avatar
        Vikki_M
        Icon for Forum Team rankForum Team
        2 months ago

        Hi Yve2,

        I'm sorry to hear the issue isn't resolved. I can see you've been speaking to a member of the team here via private message.

        If you could please pop them a private message, they'll be able to advise further.