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kastral
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Check phone line: unable to make or receive phone calls

Hi,

Grateful for some urgent support. I am receiving a "Check phone line" message on my home phone (connect to a socket, not hub4). The message has been there for the last 2 days.

I have tried to contact your helpline (as I cannot find your online chat feature), and have gone through the checks. Although the automated service says that I previously called to check my line, it repeatedly tries to check my line when I call back. Not reassuring at all!

Help, please!

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Paulina_Z
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Re: Check phone line: unable to make or receive phone calls

Hi @kastral,

Welcome to our Community Forums! Thank you for your first post and I'm sorry to hear that you're currently experiencing some issues with your landline connection! 

Have you been able to take a look at our Landline Faults page to see if this can help identify your issue?

Do you have a dial tone active at all?

Please let us know so we can investigate this issue further with you if more assistance is needed.

Thank you.

Paulina_Z
Forum Team



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kastral
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Re: Check phone line: unable to make or receive phone calls

Hi,

Yes, my first port of call was your Landline Faults page to see if this could resolve my issue. Unfortunately, it hasn't.

There is no dial tone at all.

Also, when I try to call my home number (from my mobile) there are approximately 2-3 rings before a loud crackling can be heard. After which the line disconnects!

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Paulina_Z
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Re: Check phone line: unable to make or receive phone calls

Hi @kastral,

Thank you for coming back to me about your ongoing landline fault. I'm very sorry to hear that the Landline Faults page did not help to resolve your issue and that you had no active dial tone at the moment.

I'll be more than happy to investigate this issue further for you via Private Message. Please keep an eye out for a purple envelope at the top right corner of your Forum page. I will be in touch soon.

Thank you.

Paulina_Z
Forum Team



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Paulina_Z
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Re: Check phone line: unable to make or receive phone calls

Hi @kastral,

Thank you for coming back to me via private message and confirming your details. I have now booked you a technician visit for your ongoing landline issue – you can check and amend the date and time of your appointment via your online account.

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 MyVM 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.
Please keep us updated on how your appointment goes and if you need any further assistance.

Thank you.

Paulina_Z
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Paulina_Z
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Re: Check phone line: unable to make or receive phone calls

Hi @kastral,

Thank you for coming back to me via Private Message. I'm glad that you're happy with the date and time of the appointment. 

Please keep us updated on the public forum on on how your appointment goes and if you need any further help or assistance.

Thank you.

Paulina_Z
Forum Team



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Paulina_Z
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Re: Check phone line: unable to make or receive phone calls

Hi @kastral,

Thank you for your Private Message. I'm glad to hear that your landline issue has been resolved and that you have been moved over to our new 21st Century Voice system which connects your landline through the Hub.

We have been looking to implement this new switchover for all of our customers as this way we will have more control over the landline and this eliminates any potential landline outages as the new landline will be connected through the broadband Hub.

You can read more about this process on our page here: Virgin Phone Switchover and our Switchover FAQ page.

I understand that you're looking to hear about any potential compensation for the landline loss of service you've experienced recently. You can read more about our Automatic Compensation Scheme on our website. If you're entitled to any compensation, this will be added onto your next month's bill after the issue has been resolved.

If there's anything else we can do to help, please post on our public threads so a member of staff can assist. 🙂

Thank you.

Paulina_Z
Forum Team



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