Forum Discussion

VicandBob's avatar
VicandBob
On our wavelength
3 years ago

Virgin Landline - Can't make outgoing calls

I'm not able to make calls on my Virgin landline. I can receive calls, but every time I dial to make a call, I'm just put straight through to the Virgin Media helpline - whatever number I dial. I've checked the Virgin Media website and can't see that there are any problems in our area, but can't get through to speak to a real person at Virgin Media without holding for hours on end.

  • John_GS's avatar
    John_GS
    3 years ago

    Hi VicandBob, it should be viewable within 1 hour but go off the Forum PM I sent you for the date 🙂 

    Kind regards

  • Good Morning @Vicand Bob, thanks for your post on our Community Forums, and a very warm welcome to you!

    Sorry to hear of the issues with the landline services when trying to make a phone call.

    Do you get a dial tone and have the opportunity to dial a number before you're put through to the helpline?

    Is the handset plugged into the master socket or in an extension socket?

    Kindest regards,

    David_Bn 

    • VicandBob's avatar
      VicandBob
      On our wavelength

      Yes, we have a dial tone and can receive calls but can't make any outgoing calls.  When we dial any number, we are just put through to the Virgin Media helpline.  Just managed to actually get through and speak to someone, and have been advised that Virgin are responsible for this, as they are going to put our phone through our router rather than through a separate phone socket which is how it's currently set up. Absolutely no advance warning that they would be cutting off our phone service and that they planned to put our phone through the router. Not sure I'm very happy, as if my internet goes down for any reason, I won't be able to use my phone at all. Now been told I've got to wait for an engineer to get in touch to come and 'upgrade' my router and transfer my phone. Also been told that not all phones will work through a router, and that it's my responsibility to check that mine will.  Can't say I'm very pleased about any of this, as everything was working well with no problems.

      • David_Bn's avatar
        David_Bn
        Forum Team

        Thanks for coming back to us VicandBob and I'm sorry for any inconvenience the switch over may cause you.

        We have been gradually switching over all customers from phone lines to a router based phone line - as this is a process that all providers are/will go through over the next few months/years.

        How old is the handset you're using?

        The engineer will issue you an RJ11 adapter on their arrival, which you would then plug your phone into, and most modern handsets will work on this line.

        Kindest regards,

        David_Bn

  • I to have the same problem. Had no idea this was a problem until I went to use my landline today was not informed of this at all. Phoned virgin media today wasn’t understanding what I was being told something about a block being put on my phone,first I was told I needed an engineer to come out to switch me over and he would book one, then was told he couldn’t do it from his end and the block would be taken off and I would be able to use my phone within the next four hours. Still cannot make phone calls it just puts me straight through to virgin media helpline, which was no help whatsoever

    • jem101's avatar
      jem101
      Superstar

      Blamb wrote:

      I to have the same problem. Had no idea this was a problem until I went to use my landline today was not informed of this at all. Phoned virgin media today wasn’t understanding what I was being told something about a block being put on my phone,first I was told I needed an engineer to come out to switch me over and he would book one, then was told he couldn’t do it from his end and the block would be taken off and I would be able to use my phone within the next four hours. Still cannot make phone calls it just puts me straight through to virgin media helpline, which was no help whatsoever


      As I understand it, this ‘block’ is when VM have sent an email to you requesting that you get in touch regarding an engineer visit to sort out the conversion and you haven’t answered to arrange same. Of course this being VM there is a good chance that no such email or message was ever sent, but whatever!

      Any outgoing calls are deliberately redirected in a hope that it will prompt you into getting in touch with them.

      The offshore VM helpline being ‘no help whatsoever’, why I couldn’t possibly comment…..😉

      • Reece_MH's avatar
        Reece_MH
        Forum Team (Retired)

        Hi Blamb,

        Thanks for popping back to my PMs. I'm glad you've been able to get things resolved over the phone, this morning. Please let me know if you have any further issues after your Technician visit.

        Thanks,

    • Reece_MH's avatar
      Reece_MH
      Forum Team (Retired)

      Hi Blamb,

      Thanks for your post, and a warm welcome to our Forums.

      Sorry to hear you're also having issues with this. So I can assist you further and get a Technician booked in, I'm going to pop you a private message. Please look out for it in the purple envelope in the top-right of the forums.

      Cheers,

  • Great so my virgin media engineer arrived today to replace my hub and route the phone line through the new hub. Now my landline doesn't work, phone says "no line" apparently the base unit is not excepting the line, so my landline phones are now useless, and been told i now need to buy new phones which is an added expense that didn't ask for nor can afford, not at all happy about this .He did give me a massive back up corded phone so I have a landline but that's not the point it just a basic phone no answer machine which my original cordless phones had and I have to buy new telephones because they switched me over.

    • Megan_L's avatar
      Megan_L
      Forum Team

      Hi Blamb, 

      Thanks for coming back to us about this situation with your landline switchover, I am sorry this has caused knock-on affects further down the line. 

      As you're really unhappy I'm going to send you a PM now so we can create a complaint case and have a chat about how we can resolve this together. 

      Speak to you soon!

      Thanks,

      Megan_L

       

    • Megan_L's avatar
      Megan_L
      Forum Team

      Hi Blamb, 

      Thanks for chatting with me in our PM, I am glad we managed to come to an agreement with your complaint and resolve it for you 🙂

      If you need any further assistance, please let us know!

      Thanks,

      Megan_L

  • since the problems with my services going down yesterday my landline wont allow me to call out "outgoing call not possible call blocking is dealing with an incoming call"  I have never asked for any calls to be blocked although both my sister and sister in law are not able to ring me.

    I cant make a call to report the fault because I have no phone.

    • Sabrina_B's avatar
      Sabrina_B
      Forum Team

      Hi Patzie 👋.

      Thanks for reaching to out to us.

      Apologies for the delay in replying, are you still currently having this issue?

      Please get back in touch.

      Sabrina

    • Ayisha_B's avatar
      Ayisha_B
      Forum Team

      Thanks for confirming the requested details via PM patzie 
      I've booked a technician for you to come out and have a look into the issue with your 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 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 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!


       

      • HSV's avatar
        HSV
        Tuning in

        Hi, I have exactly the same problem as the OP, both with dialing out and getting help from the help line. Can you please advise on the best way I can solve this problem?

  • Can you confirm if the landline is plugged into the router or the wall socket? ^Chris. 

      • Chris_W1's avatar
        Chris_W1
        Forum Team

        Can you try it in the wall socket to see if anything changes? ^Chris. 

  • It looks like I'm going to have to cancel our contract and change provider tbh. The Support has been pretty poor and very slow, - after 24 hours they're still trying to find my account despite me giving them the account number, address, statement details etc. Our broadband is not Virgin, but BT, maybe that's confusing them.

    Good luck to anyone else going down this route.

    • Megan_L's avatar
      Megan_L
      Forum Team

      Hi HSV, 

      We are sorry you're unhappy with the timescales between our messages, I can see Ashleigh is dealing with this issue for you in a Private Message, they will get back to you as soon as they are back on shift. We apologise for any frustration this issue is causing you at the moment. 

      Thanks,

      Megan_L

  • 5 days later and still no reply or solution from Virgin, - I'll let other people draw their own conclusions about the quality of their support and service.

  • I am also unable to make calls on my landline and instead I am automatically redirected to a useless robot that tells me that there is nothing wrong with my phone line.

    The Virgin Media website support page states that I need to connect my telephone to to my Virgin Media Hub but there is no such port on my Super Hub 2ac.

    I hope this can be resolved quickly.

    • Adri_G's avatar
      Adri_G
      Forum Team (Retired)

      Hi, Yawgmoth.
      Thanks for taking the time to join our help forums and for your first post here, a warm welcome to the VM community. 🙂

      We're sorry to see you'e having issues with your landline calls at the minute, we'd love to do our best and help out.

      From what you've advised we must have switched your area's lines to our fibre optics network, please have a read for more details on this process here.

      In regard to the hub you're using (Super Hub 2AC) this is unfortunately not compatible with this service however I'd be happy to look into this and see into arranging a new hub to be fitted so you can make use of the line again.

      To do this I'll send you a PM here soon, check the top right-hand side of our page to find a little white envelope.
      Click on this and you'll see my message.