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Check phone line

Joining in

Despite going through all the advice online my landline still says Check phone line. All the status updates seem fine and I keep going in circles on the website about how to get this fixed!


Forum Team
Forum Team

Hi there @Sh8 

Thank you so much for your post and welcome to the community forums, it's great to have you here. 

I am so sorry that you have faced this issue and thank you so much for your post. Can I ask what exactly is happening with the phone line? Do you have a dial tone at all? 

Have you recently switched from a wall to a Hub connection?

Thanks for responding so quickly. I have no dial tone at all and haven't switched from the wall socket or received any instructions to do so. 

No problem at all @Sh8 and thank you for confirming. 

Can I ask if you are connected at a main or an extension socket? Do you have any other pieces of equipment connected at this point? 

Have you been able to try another handset on the line at all?

I'm attached at a main socket and there's no other equipment attached. I've also tried another handset with no success

Thank you for trying for me and I'm so sorry this has not resolved things @Sh8 

I do think it would be best we get an engineer out to take a look for us so I will pop you a private message so we can arrange this now. 

I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.

Hello again @Sh8 
Thanks so much for your private message and confirming your address, 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

Thank you - much appreciated 

No problem at all @Sh8 

Please do pop back after the visit and let us know how things are looking!