Forum Discussion

Anglezarke's avatar
Anglezarke
Joining in
11 months ago
Solved

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
    4 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.

  • Anglezarke's avatar
    Anglezarke
    Joining in
    3 months ago

    Just tried ringing landline today and it's gone off AGAIN!! Can Virgin not sort this recurring problem?

    • Alex_RM's avatar
      Alex_RM
      Forum Team
      3 months ago

      Hi Anglezarke,

      Sorry to hear there's some issues with the line, can you confirm if you've rebooted the hub?

      Is the issue both on incoming and outgoing calls? Is there a dial tone?

      Alex_Rm

    • Gareth_L's avatar
      Gareth_L
      Forum Team
      3 months ago

      Hello Anglezarke,

      Thank you for trying the reset and reboot.

      What we would need to do is arrange for an engineer to attend and have a look at getting your line back working again.

      If you don't mind, I will need to send you a private message to pass security and get a visit arranged.
      If you can check your logo at the top right of your screen that would be great. 
      Gareth_L

       

    • Gareth_L's avatar
      Gareth_L
      Forum Team
      3 months ago

      Hello Anglezarke.

      Thanks for confirming the line is now back and working. Regarding your scam call and the option to have a block function available. We're always looking ti improve our service and will pass your suggestion on to our product team.

      If I can help with anything else, please don't hesitate to send me a message.

      Gareth_L

  • Anglezarke's avatar
    Anglezarke
    Joining in
    3 months ago

    Well just had the same issue. Phone call from doctor on my mobile  - couldn't get through on landline AGAIN!

    tried it from my mobile beeped once and that was it. However, dialling 1471 it recorded the call!!  Getting frustrating this. When are we going to get a consistent reliable service?

     

     

    ervice?

    ervice?

     

     

    ervice

    • Gareth_L's avatar
      Gareth_L
      Forum Team
      3 months ago

      Hello again Anglezarke.

      I'm sorry the line has gone again.

      Last time it fixed itself before I could arrange for an engineer to attend.

      What I'll need to do is pass security again over a private message.

      If you can check the logo top right of your screen that would be great. 
      Regards     
      Gareth_L
       

    • Gareth_L's avatar
      Gareth_L
      Forum Team
      3 months ago

      Hello Anglezarke.

      Thanks for letting me know the line is back to normal again.

      I did check the local area and no reports of any issues came back.

      Please keep me posted if this happens again.

      Gareth_L

    • Vikki_M's avatar
      Vikki_M
      Forum Team
      2 months ago

      Hi Anglezarke,

      I'm sorry to hear the landline isn't working again.

      I'll send you a private message now so I can help.

      Please look out for the envelope in the top right of the page and pop back to me when you can.