No Incoming Calls

Hi Clarky2467,

Welcome to the forums!

Sorry to hear you're unable to receive incoming calls to your landline phone. I've had a quick look from our end and everything appears to be normal, but in this case we may need to send out an engineer to take a look.

I've popped you over a private message so I can assist further.😊

Hi Clarky2467 

Thanks for providing your details via PM. After further investigation, we will need to send out an engineer to the home to fix the issue.

 

I've gone ahead and booked in the next available engineer appointment for you. You can view and manage your appointment slot here.

There are a few things you need to be aware of for the visit. There may be a £25 charge if:

 

•    The customer is not present for the technician visit (aka a missed appointment).

•    The fault is due to customer's own equipment.

•    The fault is due to damage caused by someone at the customer's premises which we were not aware of.

•    The fault is due to theft, loss, or removal of equipment.

 

Otherwise, the appointment would be free of charge.

 

Let us know how the visit goes and if you need anything else 😊
 

Hi Qosmio, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear you've been having an issue with receiving incoming calls. Taking a look at things this end, it's not something that can be fixed remotely so we'll need to arrange an engineer visit to resolve. 

I just need to confirm the address to ensure we are booking the visit on the correct account. I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

Thanks,

Hi Qosimo, 

Thanks for coming back to via private message to confirm your information. 🤩

I have booked you in for the next available appointment. To view this please sign in to My Virgin Media here 👉 My VM. Once you log in scroll down to Orders & appointments then click on View your orders. Please note it can take up to 24 hours to show but you should also receive a text message with the details. 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 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 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 appointment goes. 😊

Take care.

Hi Qosmio, 

Thanks for coming back to us on this one and confirming that the landline is working again. 

Sometimes faults do develop but at the time, there was nothing showing. 

I can see you've since been able to cancel the engineer visit so no further action is required for now. 

If you start to experience further issues, pop back to us in the Community and we can provide some further support. 

Many thanks,