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Check Phone Line message

Arwen
Joining in

Hi,

We returned from a long weekend on Monday Sept 4th to find our landline phones all showing the message 'Check Phone Line'. No dialing tone on the phones and the line sounds engaged when we ring in from another phone. All was working well when we left on the Thursday.

Started all the routine checks on Tuesday (e.g. reboot hub, check connections, check phones in correct cradles) with no change. Beginning Wednesday afternoon and most of today, we have phoned the 0345 454 1111 helpline at regular intervals. When we have got through (sometimes waiting 25 minutes or more), the customer service person has generally run us through the same set of diagnostics, failed to make any improvement and/or has rung us off.

We think we need a technician to help us sort this but cannot get through to agree an appointment. Would welcome some help out of this mess.

2 REPLIES 2

Vikki_M
Forum Team
Forum Team

Hi Arwen,

 

Thank you for your post and welcome to our community.

 

I am sorry to hear about the issues you are having with the phone line.

 

I will send you a private message now so we can look into this further for you.

 

Please look out for the purple envelope in the top right of the page and pop back to me when you can. 

Vikki - Forum Team


New around here? To find out more about the Community check out our Getting Started guide


Vikki_M
Forum Team
Forum Team

Hi Arwen,

 

Thanks for getting back to me privately.

 

I have booked you in for the next available appointment. To view this please sign into My Virgin Media here. 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.

 

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.

Do please let us know how the appointment goes.

Take care.
 

 

 

Vikki - Forum Team


New around here? To find out more about the Community check out our Getting Started guide