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Smartguy's avatar
Smartguy
Joining in
2 years ago

Virgin Landline phone not working, no dial tone

I’ve recently join Virgin Media and have broadband, a TV streaming box and Virgin landline phone, all of which have been fully functioning since joining. Today 23rd November my Virgin media landline phone has stopped working (no dialing tone). I phoned the landline from my mobile and received the message “Not been possible to connect your call please try again later”. My broadband and streaming box are still fully functioning. I checked the status of my installation on the Virgin media app which indicated that broadband, Tv streaming and phone are all okay, however, logging onto my hub 5 the status shows the Telephone as disabled. I have checked all phone connections to my hub 5 which appear to be okay. Can anyone advise me how to get my virgin media landline operational again. 

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  • Ashleigh_C's avatar
    Ashleigh_C
    Icon for Forum Team rankForum Team
    2 years ago

    Hi there Smartguy 

    Thank you so much for your post and welcome to the community forums, it's great to have you back here. 

    I am so sorry that you have faced this issue after recently joining us. Can I ask if the phone is attached at the Hub or the wall? 

    Have you had a number port set up at all?

  • Smartguy's avatar
    Smartguy
    Joining in
    2 years ago

    Hi Ashleigh_C thanks for the prompt reply.

    I can confirm that the phone is connected directly into the hub 5 and has been fully operational until today.

  • Smartguy's avatar
    Smartguy
    Joining in
    2 years ago

    Also Porting of the landline from my previous broadband provider had been completed.

    • Ashleigh_C's avatar
      Ashleigh_C
      Icon for Forum Team rankForum Team
      2 years ago

      Thank you Smartguy for popping back to me.

      Can I ask if you are able to try a pin hole reset? To do this push a pen etc into the reset hole and hold in for 60 seconds. This will force a full factory reset so if you have changed any WiFi details such as the password it will revert to the original but you can reset these again afterwards.

  • Smartguy's avatar
    Smartguy
    Joining in
    2 years ago

    Thank for that suggestion Ashleigh_C

    I’ve reset the hub 5 for 60 seconds as you suggested and reconfigured it for modem mode as I’m using may original router. Broadband and streaming is up and running as before. Unfortunately the hub 5 is still showing as ‘Telephone disabled’ and it’s still not working. 

     

     

    • Ashleigh_C's avatar
      Ashleigh_C
      Icon for Forum Team rankForum Team
      2 years ago

      Thank you for trying this Smartguy and I am sorry this has not resolved things. 

      I'm going to pop you over a private message so we can take a closer look. I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.
       

  • Smartguy's avatar
    Smartguy
    Joining in
    2 years ago

    Ash,

    Thanks for your assistance in resolving my home phone issue, as requested I can confirm that my landline phone continues to function as required.

    Thanks Smartguy

    • Alex_RM's avatar
      Alex_RM
      Icon for Forum Team rankForum Team
      2 years ago

      Great to hear Smartguy,

      Thanks for letting us know.

      Alex_Rm