Crackling phone line

[dougsoames]

My phone line has gone crackly, i cannot make outgoing calls and when people call me i am engaged. Any help would be appreciated.

[John_GS]

Hi @dougsoames 

Thanks for posting and welcome to the community. Sorry to hear of the landline issue.

Are you plugged into the master socket? It will have a larger socket and contain a logo of Virgin Media, NTL, Telewest or Nynex. Any extension sockets will be smaller and have no logo. 
Do you have any other pieces of equipment connected to your phone socket? This may include:
• Other telephones 
• Personal Computers 
• Faxes 
• Modems 
• Satellite TV digiboxes 
• Micro-filters 
• ADSL modem or router 
If so, is it more or less than 3? 
There are a few troubleshooting checks I will need you to perform to see if they are successful in resolving the issue. Can you: 
• Check the phone is seated in the base unit correctly & powered ON. 
• Remove all other equipment connected to telephone sockets. 
• Unplug the phone and check another phone directly into the main socket ensuring this is a VM socket and not one with a BT or Sky logo. If no alternative handset is available then ensure the original phone is plugged into the main socket with no other pieces of equipment being plugged in. 

[dougsoames]

Hi John,

Thanks for taking time to look into my problem, my phone plugs into a box with a CableTel logo on it. There is no other equipment plugged into the socket. I have done the suggested checks as requested and the problem persists.

Regards

Doug

[John_GS]

Hi Doug, 

Thanks for coming back to me. 

OK so you do need a technician visit, I'll PM you now to assist.

Best wishes.

[John_GS]

Hi @dougsoames 

Thanks for joining me on PM and confirming your details so I can book in the technician visit for the noisy line. The visit will be viewable shortly in your online account - virg.in/myVM - where you can cancel/amend if needed.
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
Let us know how the visit goes and do also pop back if you ever need further assistance.