Crackling landline

[robinson89]

Crackling line several weeks. Service status ok. Replaced phone with a new one. Rerouted all cables away from others.  Direct not hub connection.  Still crackles - any help appreciated.

[Ayisha_B]

Hi @robinson89,

A warm welcome to our Community Forums and thanks for your post. Great to have you on board with us here!

Sorry to hear you're having some issues with your landline. 

We have some self care checks here that may help - Why is my Virgin landline not working ? 

If after going through these, you still have issues, let me know and I will be more than happy to take a closer look into things for you. 

Many thanks

[robinson89]

Thank you.  Yes, have had a look through these and been trying to work things through - including purchase of a new phone.  Still no joy though.  It is ok for about 10 seconds then starts crackling.

[Ayisha_B]

Thanks for trying! I will be more than happy to help and get this resolved for you 🙂

Will pop you a PM now to confirm some details first. 

Please keep an eye out for the purple envelope icon in the top right hand corner of your page for my message.

Speak soon!

[Ayisha_B]

Thanks for confirming the requested details via PM @robinson89
I've booked a technician for you to come out and have a look into the issue with your landline. You can find confirmation of the visit via the online account.

Please let me know if there are any problems with the date or time and I can look to reschedule this for you. In regards to the appointment there are some details you need to know about. 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 also 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.

Let us know how the visit goes!

[robinson89]

Hi

I have just checked my account but cannot find any technician booking or times.  I have not received anything by email to my knowledge either.  Please could you let me know the details of the visit.

Thank you

Paul

[Martin_N]

Our apologies you haven't had any information with regards to the visit. 

I will private message you now to confirm the visit time & date. 

^Martin

[robinson89]

Technician has been - we are all sorted - Thank you!

[Akua_A]

Glad to hear this @robinson89.

Please do not hesitate to contact us if you need any further help 🙂

Thanks,