Cannot make or receive calls on home phone.

[chrisjones1]

My home phone has not been working for a couple of days now. I have been going round and round in circles on the online help/support pages, and have been unable to speak to anyone to report the problem. I have seen references on the Community pages about a migration to fibre optic, and wonder whether it may be something to do with that, although I have received no communications, either by email or post,  from Virgin about that issue. I have tried the status checks, which tell me that there is no problem. What is the best way to report this issue?

[gray-shoebury · Accepted solution]

My sister has the same problem, her virgin landline phone is no longer able to receive calls or dial out.

I tried calling her number and you just get failed bleeps and no ringing.

Checked status and says no issues with her landline phone.

Also she has not yet received her adapter for her home hub either.

Also my Aunts Virgin landline phone cant make outgoing calls since last weekend, although it can still receive calls ok.

They have already had there phone adapter, so I tried it in case its been switched over already , but no dial tone using that.

[Lee_R]

Hi @chrisjones1 thanks for posting and welcome to our community.

Sorry to hear you're currently unable to use your landline.  I would like to take a closer look on your behalf. I am going to send you a private message.  Please look out for the purple envelope in the top right of your screen.

Regards

Lee_R

[Lee_R]

Hi Chrisjones1

Thanks for coming back to via private message to confirm your information. 
I have booked you in for the next available appointment. To view this please sign in to My Virgin Media here: My VM. Once you log in scroll down to Orders & appointments then click on View your orders. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit, please do let us know and we’ll pop you a message to pass data protection and confirm the appointment details.
Just 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 that someone over the age of 18 is at the property for the time the engineer is there. If the appointment is unsuitable or if anyone living at your property has tested positive for Coronavirus, has been asked to self-isolate or has flu-like symptoms then please reschedule the appointment on the same link. If you do miss the appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment so it is important to reschedule if needed. 
Please do let us know how the appointment goes. 
Regards

Lee_R

[Lee_R]

Hi gray-shoebury, thanks for posting and welcome back to our community.

Sorry to hear your family members are having issues with their landline service. I would like to take a closer look on your/their behalf.  I am going to send you a private message.  Please look out for the purple envelope in the top right of your screen.

Regards

Lee_R

[chrisjones1]

Hi Lee

Thanks for your reply. However, I have looked under My Orders and Appointments, and cannot see any forthcoming appointment. Could you kindly send me a message to confirm the details.

Regards

Chris Jones

[Lee_R]

I am really sorry.  At your request, I will get back to you privately.

Regards

Lee

[chrisjones1]

Lee
Still no private message!
Chris

[Lee_R]

Hi chrisjones1, sorry.  I will re-send it.

Regards

Lee

[Lee_R]

Hi chrisjones1, thanks for getting back to me privately.  

This is just a quick note to confirm you're satisfied with the response and efforts of the forum team?  Remember, if you ever need assistance in the future, our fantastic community and forum team are always willing to lend a hand. Also, please bear in mind that our website offers lots of helpful information and also, you can manage your account from here.

Regards

Lee_R