Faulty landline - continuous engaged tone

[plantlover]

Since yesterday it has been impossible to receive or make calls from my Virgin landline, so cannot even dial 150.  Instead of a dialling tone there is a continuous engaged tone.  If you ring the landline from an external phone it appears to ring normally as far as the caller is concerned, but the phone does not ring in practice. Status service page states there are no problems. Any suggestions gratefully received!

[Akua_A]

Hi @plantlover,

Welcome to our community forums and thank you for your first post.

Sorry to hear you are having issues with your landline service. We can understand the inconvenience this may have caused.

Just to confirm, have you had any correspondence from our team regarding the landline switch over https://community.virginmedia.com/t5/Virgin-Phone-Switchover/gh-p/Switchover? If so what and what was disclosed

Please get back to us so we can best help.

Thanks, 

[plantlover]

No I have received no correspondence about this matter at all

[Akua_A]

Thank you for letting me know @plantlover

Are you able to check your registered email and the junk mail inbox to see if the correspondence went there? You can also find all you need to know here https://www.virginmedia.com/help/landline/switchover 

Please let me know if you need any further help with this.

Thanks,

[plantlover]

There is nothing in junk. Are you confident that the problem is associated with this switchover? If so how do I get an adaptor? Surely if my phone was involved in the switchover, even if I have received no letter, I should have received the adaptor and I have received nothing. Thanks, your help is appreciated and I hope we can get to the bottom of this matter.

[Akua_A]

@plantlover, I have had a look into your service and I can confirm your migration to landline switch over took place very recently. This would explain the landline issues you are having. In this case, I can arrange for this to be resolved. I will send you a private message. Please look out for the purple envelope and provide a response when you can.

Thanks,

[plantlover]

I have responded to this. Your help appreciated.

[Akua_A]

I have sent you a response via private message @plantlover.

Please respond when you can.

Thanks,

[Akua_A]

No problem at all @plantlover.

Glad to have been able to help with this. Please let me know how the appointment goes and if you need any further help.

Thanks,

[plantlover]

Thanks. I have actually received an email today saying the migration to the internet by the phone is scheduled for October 13th, so that can't be the problem, so it is as well that the engineer is coming on Monday.  I assume my loss of service is logged now with  Virgin so that I may get some compensation on my bill?

I hope by Monday all will be well.