BT PHone Virgin Line

[thehitpack]

I have a new Bt Phone Handset and when i plug it into the virgin line i am able to call the phone but it does not ring. I also am not able to call out from the phone.

So basically, i can't make or recieve calls what is the issue?

[Reece_MH]

Hi @thehitpack,

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

I'm sorry to hear you're having trouble making and receiving calls on your Landline. I've attempted to check things on our end, but have been unable to identify a service with your Forum details. To confirm, when you are calling the line, is this showing on the Handset as an incoming call, or is nothing being received? Do you receive any errors when attempting to call out, or is there no dial tone?

Can you please confirm how you are plugging the landline in? Is this being plugged into a wall socket or the back of your Hub?

Can you please try plugging it into the opposite of what you are currently using now (For example, if it's in the wall socket, try plugging it into the Hub)? We're slowly migrating our services from the old copper, analogue lines, to service over Broadband and this change may have been done on your line.

Cheers,

[thehitpack]

I plug it into the virgin box and with this i am able to call the phone and hear ringing on my end.

However the phone does not ring or show any indication it is being called. I get no dial tone when i pick the phone up and when i make a call nothing happens.

[Reece_MH]

Thanks for confirming this @thehitpack.

Are you able to try an alternative handset? Can you please confirm which BT Handset model you have, so we can check this further? 

Cheers,

[goslow]

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@thehitpack wrote:

I plug it into the virgin box and with this i am able to call the phone and hear ringing on my end.

However the phone does not ring or show any indication it is being called. I get no dial tone when i pick the phone up and when i make a call nothing happens.

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Are you using this new phone on a line that was already working/in use with another phone immediately before you swapped to the new BT phone? Or have you had the landline as part of your package but not used it before and decided to try it out by buying a new phone?

[thehitpack]

It called a BT 4600

[thehitpack]

The phone is plugged into the virgin socket like the old one but does not work. On the virgin hub there is a socket that says Tel but I would need a jack to put it in

[Paulina_Z]

Hi @thehitpack,

Thank you for coming back to us about this ongoing issue. Have you taken a look at our Landline Faults page to see if this can help identify and resolve any issues with your landline services?

If you're still having trouble, please take a look at our Home Phone Switchover page as well as our Home Phone Switchover FAQ page for more information about out new landline system.

This way, if needed, we can  help arrange for a landline adaptor to be sent to you.

Thank you.