The issues that you are experiencing can be caused by either a voltage fault on your drop cable ( the cable that runs from your property to the cabinet ) or a fault with the port in which your line is connected to in the cabinet. Have you completed the basic checks i.e tried a different phone handset in the main socket just to rule out a fault with your equipment?
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I am a serving Field Technician at Virgin however all responses on here are based on my experiences in the field alone and my own equipment at home and should be taken as such
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Yes, I've separately tried a couple of phones. Overall the fault is quite odd. I can make calls without issue but incoming calls typically cause no ringing and if ringing does occur there is no caller id. In the no ringing scenario if I do a test call from my mobile answering the call doesn't stop the ringing for the caller and on the phone there is silence, not even dial tone. One of your colleagues has assisted me to set up a divert so at least I don't miss any calls.
I tried the messaging service but didn't get any meaningful help. All I was really wanting was someone to check the service hadn't accidentally been disabled on my account, which I agree is unlikely since it is free for all. I've had an engineer visit to check the line and he said everything is OK. Ultimately I'd like to move my landline to the 21CV service but it isn't urgent.