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I have spent hours trying to get in touch. The online help goes round in ineffective circles. I have made 8 calls from my mobile taking hours,  The call back option does not work. I have carried out all the checks - my equipment is fine.  The line is down.  My broadband and TV are fine. I need to have the system checked. The line has been down now for over a week. 


Forum Team
Forum Team

Hi there frustrateduser5.

Welcome to the community.

Apologies for the phone issues you're facing, can I ask regarding the line, do you have just the one landline in the property?

Also have you tried a different piece of phone equipment since the issue?

Let us know,


Hi Kain.

Yes just the one number [REMOVED].  Have tried different phone equipment and that has no dialling tone either- just a faint buzz. Message on phone says "Check phone line"  TV and Broadband work fine. Calls to my landline give the sound of ringing but the phones themselves are silent. 


[MOD EDIT: Personal and private information has been removed from this post.]

Thank you @frustrateduser5


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.


Please pop back to us when you can. 

Vikki - Forum Team

New around here? To find out more about the Community check out our Getting Started guide

Yes.  It has the Virgin Media logo on it. 


Hi there @frustrateduser5


I'm so sorry to hear that you have been facing this issue with us. 


I think it would be best for us to get an engineer out to take a look for us. I will pop you a PM now so we can arrange this. 


Please keep an eye out for the purple envelope in the top right corner of your screen alerting you to a new message. 


Thank you. 

Forum Team
Forum Team

Hello again, 


Thanks so much for your private message and confirming your address, I have now booked you a visit for your landline – 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 My VM 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.


Thank you.