Forum Discussion

Anglezarke's avatar
Anglezarke
Joining in
10 months ago

No phone service Friday.

My wife was expecting a callback from the doctor Friday afternoon. However the doctor was unable to contact us on the landline. Eventually he managed to get through on my mobile. When I found out he was having problems I tried ringing the landline and got no response. This is the second time this has happened (to our knowledge - people may have been unsuccessfully trying to contact us before). When my wife was in hospital early February she was unable to get through. This is not only unsatisfactory, it is dangerous. People who only have a landline with Virgin are at risk as they may be unable to contact emergency services. This needs sorting as a priority.

  • Carley_S's avatar
    Carley_S
    3 months ago

    Okay, thanks for confirming this,

    Please can you try a 60-second pin hole reset on the router? This will revert any customisations back to factory settings and fully update the router with firmware/software updates. Please do not reboot the router whilst it is completing the pinhole request.

  • Zach_R's avatar
    Zach_R
    Forum Team
    10 months ago

    Hi Anglezarke,

    Thank you for your post and welcome back to our community forums. We're here to help.

    I'm so sorry to hear that you've been experiencing some issues with the landline service recently. Unfortunately, like any other provider, we cannot guarantee a 100% fault-free service, but we'll always do what we can to address and resolve an issue ASAP once we're made aware of it.

    I've checked over things on our systems, and currently there are no known faults being reported currently that would explain this problem. Is the issue ongoing for you now, or has it since been resolved?

    Thanks,
     

    • Zach_R's avatar
      Zach_R
      Forum Team
      10 months ago

      Hi Anglezarke,

      Thanks for the update. I'm glad to hear that this is all sorted for you now. Apologies again for the experience.

      Is there anything else that I can help you with today?

      Thanks,
       

  • Anglezarke's avatar
    Anglezarke
    Joining in
    10 months ago

    Poke too soon. Doctor unable to get through. Tried from mobile and it didn't even ring!

     

    • John_GS's avatar
      John_GS
      Forum Team
      10 months ago

      Good afternoon Anglezarke 

      Thanks for coming back to us. Did the phone ring from the mobile and not the landline, or did you get an error when you called it?

      Can you also unplug the router for me, and also unplug the telephone port on the router. Leave it two minutes and plug everything back in, let me know if that works.

      Best wishes.

    • Ilyas_Y's avatar
      Ilyas_Y
      Forum Team
      10 months ago

      Thanks for confirming Anglezarke.

      I'm glad to hear that the phone is now working. 😇
      Please do reach out to us for any other queries you may have and we'll assist where we can.

      Kind regards,
      Ilyas.

  • Anglezarke's avatar
    Anglezarke
    Joining in
    3 months ago

    Stopped working again for over a week now. Contacted Virgin and after about half an hour talking to someone on the other end got fed up. Just needs sorting as a matter of urgency. My wife was expecting a call from the district nurse to take a blood test but obviously they haven't been able to get through.

    • Carley_S's avatar
      Carley_S
      Forum Team
      3 months ago

      Hi Anglezarke 

      Sorry to hear this is still ongoing for you.

      Can you double-check if the checks and tests you've performed previously from this thread help resolve the issue this time?

      Has the landline been fine since you posted in March?

      • Anglezarke's avatar
        Anglezarke
        Joining in
        3 months ago

        Been ok for a while but found out not working when we had a call from the doctor on y mobile last week to say she could not get through on the land line. Been off ever since.

         

  • Anglezarke's avatar
    Anglezarke
    Joining in
    3 months ago

    I did get through to Virgin and was on the phone for at least half an hour talking to some guy trying this that and the other eventually I had to ring off to see to my wife who is ill - I am a carer - but I did ask for an engineer visit because we've tried everything ourselves and no joy and we are both elderly and just looking for some assistance as we need the phone and we are not getting the service we are paying for.

  • Anglezarke's avatar
    Anglezarke
    Joining in
    3 months ago

    yes we can make calls no problem. when ringing the landline from my mobile it just beeps once and then cuts off

    • Carley_S's avatar
      Carley_S
      Forum Team
      3 months ago

      Okay, thanks for confirming this,

      Please can you try a 60-second pin hole reset on the router? This will revert any customisations back to factory settings and fully update the router with firmware/software updates. Please do not reboot the router whilst it is completing the pinhole request.