My aunt's virgin phoneline has conked out, she is 78 years old. I cant see how to report the fault (i am not the customer, nor am I a virgin customer). I have tried 0345 454 1111, but just seem to get stuck on an AI doom-loop. She is just not capable of going through all the hoops and reportingthe issue herself.
Can anybody help?
Forum TeamHi Can-you-help
Sorry to hear that your aunt's phone line has stopped working.
Welcome to the Community Forums. Does our Status Checker currently show any outages affecting them here? You can also call our status line on another device on 0800 561 0061 or check their My Virgin Media for more information if you're allowed to access this.
Do they hear a dial tone at all?
If so, is the issue that she cannot make or receive calls?
Does calling her landline make any rings at all on the device calling her, or does it go straight to an unavailable message?
Hi @Carley_S
The link states no known issues. dialling in gets a crackley ring tone and then a divert to ansaphone which is normal. Whether it is ringing at her end I dont know. The issue earlier was a poor quality reception. She then called on mobile to say she was unable to make or receive calls and asked me to alert Virgin. Whether that meant no dial tone or just a poor quality call line I dont know. I'm afraid she seems unavailable at the moment.
Forum TeamThank you for that information. To be able to proceed we can private message you to take details for the account but we would need you to be at the property to go through any diagnostics. Are you due to visit the address at any point?
^Martin
