Land line not ringing and not receiving incoming calls

[KA1347]

On Monday I had an engineer visit to move my land line, TV package and wifi over to Virgin Media

At the end of his visit he gave me a small grey adapter for the telephone connection instructing it should be placed into the Tel1 portal in the new Virgin Media router

I have done this and there is a dialling tone and I can make out going calls, however the line is not receiving incoming calls. I spent over an hour yesterday on a call to report this to be informed my existing telephone handsets are not compatible with virgin media despite not being asked for any details which handsets I have in use.

the information on Virgin Media website quite clearLy states you will not require new handsets and that you should be able to continue to use the same handsets you always have.

The ring volume is switched up so not on mute, I have tried test calls and lifting the handsets to answer the calls I am making into the home but these do not connect.

can anyone please assist with this?

[John_GS]

Hi @KA1347 

Thanks for posting and welcome to the community.

Sorry to hear of the issues with your landline.

If the phone is making outgoing calls, the handset should be fine.

Are you getting any error messages when you ring your landline?

[KA1347]

Hi John_GS

thank you for responding, no I am getting no error messages it just rings

[John_GS]

Thanks for coming back to me. Can you confirm when you ring out, it's the right number that shows up, say if you were to call your own mobile?

[KA1347]

Yes it is the correct number that shows up

[John_GS]

Thanks 🙂

I'll send you a PM now to assist further.

Kind regards