Can't ring mother's landline, cuts off immediately

[welshyyyyy]

My elderly mother was having issues with her home phone before Christmas, line noise and cutting off intermittently. As the phones were quite old I bought her a new phone (2 handsets for upstairs and downstairs), however we're still getting issues (intermittently which is annoying to fault find), when I (or other people) try to ring her we just hear a loud cracking interference noise then it hangs up straight away (my mother does not hear the phone ring her side). I'm at her house now and have tried ringing her landline 5 times from my mobile, 4 of those I can't get through because of this cutting off, and 1 attempt went through normally and she could answer the phone. I've brought my own home phone to try and that has the same cutting off issue so it seems like line related as opposed to the phones in the house. I've taken video of what happens from my side if that's any use, you can see and hear what I get. Currently we're having to ring my mother on her mobile phone, what else can we check before we raise a fault call (and would that be to Virgin or BT)?

Thanks 

[Beth_G]

Hi welshyyyyy,

Thanks for posting on the Community Forums! Sorry to hear you're Mother is having trouble receiving calls to her landline phone. We'd love to help.

You've mentioned BT in your post - can we first clarify whether your Mother's landline service is with us or BT? If she is with BT, she would need to report the fault to them. If with us, please let us know and we can look into her account with you via private message, as it sounds like you've done all the checks you can on your end. 🙂

Thanks

[welshyyyyy]

Hi Beth, thanks for the prompt reply, my mother is with Virgin for phone and TV (no broadband), I can give you her number and show you the video I took on PM if possible?

Thanks, Brian 

[Beth_G]

Hi Brian,

Thanks for getting back to me. That's great, I'll pop you over a private message now so I can take some details and we can look into this together.

Look out for my message over at the purple envelope.

[Beth_G]

Hi Brian,

Thanks for chatting with me via PM. Let me know how things go after the visit and if you need anything else at all from us!

All the best,