House phone

[annboleyn]

None of our house phones are working at all it just says 'no dial tone'

[Carley_S]

Hi annboleyn

Welcome back to the community. 

Sorry to hear you're having issues with your landline at the moment.

Can you confirm if you're phoneline is plugged into the main master socket, an extension or into the router?

Please check that all phones are seated in the base unit correctly & powered ON and if connected to the router, please try rebooting the hub. Let me know if any of these checks work at all, or if anything changes with the dial tone. 

[annboleyn]

Now the message is telling me the number is temporarily unavailable. All the 'phones ( 4 ) are plugged into mains and phone bases and all have been checked. We also have a completely separate landline 'phone that is only plugged in to the 'phone socket and that isn't working either totally dead

[Carley_S]

Can you confirm if you plug your phone directly into the router? Or do you have an extension/adapter at all that goes from your phone to the router? Or do all your phones connect into the wall sockets? ie - the master phone socket and extensions sockets?

Does your package include a sperate phone line with us or is that with another provider?   

[annboleyn]

The router is connected to a wall socket and the other ones to wall sockets too. We have our package with Virgin which  includes the landline

[Carley_S]

Okay, Please join me on private message so I can locate your account and pass account security so we can investigate this further. You can see your private messages at the top of the page, in the envelope icon. 

[Carley_S]

Thank you for joining me on private message annboleyn. 

Glad to hear you've already got an engineer visit booked for this issue  – 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 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.