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Can dial out but cannot receive calls

Joining in


My landline hasn't been working for around a week now.

I get a dial tone and can dial out, however when calling the landline it goes to answerphone.

I have rebooted the router to no avail. I have plugged 2 different phones directly into the router and this has not resolved the issue.

Please could you help.


Forum Team
Forum Team

Hi @AZumla thanks for posting and welcome back to our community.

Sorry to hear you're not receiving incoming calls to your landline. And sorry for any inconvenience this may be causing. I would like to take a look on your behalf. I am going to send you a private message. Please keep an eye on your inbox in the top right of your screen.



Forum Team
Forum Team

Hello again @AZumla 

Thanks so much for your private message and chatting with us, I have now booked you a visit for your phone line – you can check the date and time via your online account here. If you have any issues with accessing your online account or unable to see your visit, please do let us know and we’ll pop you a message to confirm.

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 do this online or via the My VM 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