Home phone not working after change to fibre phone

[Notme2]

On 5th December my landline was changed over to the fibre network so I followed all the instructions and plugged my phone into the router using the adapter. It doesn’t work. I spoke to someone on the customer service number who was unable to help but said he would speak to his manager and phone back (on my mobile obviously). I have not had a call back and have been without a working landline for nearly a week!!!

[Paulina_Z]

Hi @Notme2,

Welcome to our Community Forums! Thank you for your first post and I'm very sorry to hear that you're having some issues with your landline after the Home Phone Switchover.

Have you taken a look at our Switchover FAQ page to see if this can help with your current situation? Have you taken a look at our Landline Faults page as well to see if this can help?

Do you have an active dial tone at all? Are you able to make or receive calls?

Please let us know so we can look into this further for you if needed.

Thank you.

[Notme2]

Hi,

Thanks for your reply. I have tried rebooting the hub again, by switching it off and on, and my home phone now works which is great.

I can make and receive calls but there isn’t any dial tone.

[Carley_S]

Glad to hear that a reboot has gotten the phone working for you. 

Does your phone line ring when you are called and does it ring when you call out? 

[Notme2]

Yes, it does ring when I dial out and receive a call. There is no dial tone when I pick up the phone to make a call and I suppose that isn’t important but it seems odd.

[Carley_S]

Glad to hear that it's fully working. I would have thought you would hear a dial tone as well. I will feed this back to the team and if there is anything of concern, we'll be in touch. 

Please let us know if you do experience any further issues and we can investigate further. 

[Notme2]

Thanks 🙂

[Adri_G]

No worries, thanks for reaching out 🙂

[goslow]

---

@Notme2 wrote:

Hi,

Thanks for your reply. I have tried rebooting the hub again, by switching it off and on, and my home phone now works which is great.

I can make and receive calls but there isn’t any dial tone.

---

Similar topic was mentioned here recently

https://community.virginmedia.com/t5/Home-Phone/No-dial-tone-on-virgin-fibre-phone/td-p/5201698

also after a switch to a 21CV phone connection via the hub. Do you also happen to be using a BT phone?

A phone with no dial tone, but otherwise working normally, sounds like there is some sort of issue going on IMO either with the phone or the line.

If you try a different phone (borrowed from a friend, family member, neighbour), do you still have no dial tone?

[Notme2]

I am not using a BT phone. It’s a Panasonic one. I’ll try borrowing a phone and see if that has a dial tone.