Land line not working

[Kempy68]

Hello, 

My home phone line has not been working since yesterday afternoon. I get a message on the phone handset saying to “check phone line”. I have checked all connections and they are all ok. I also checked the VM website to see if any faults in my postcode, but says no known problems. 

Please can someone help ? 

Thanks

[John_GS]

Hi @Kempy68 

Thanks for posting and welcome back to the community. Sorry for the phone line issues.

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. 
Do you have any other pieces of equipment connected to your phone socket? This may include:
• Other telephones 
• Personal Computers 
• Faxes 
• Modems 
• Satellite TV digiboxes 
• Micro-filters 
• ADSL modem or router 
If so, is it more or less than 3? 
There are a few troubleshooting checks I will need you to perform to see if they are successful in resolving the issue. Can you: 
• Check the phone is seated in the base unit correctly & powered ON. 
• Remove all other equipment connected to telephone sockets. 
• Unplug the phone and check another phone directly into the main socket ensuring this is a VM socket and not one with a BT or Sky logo. If no alternative handset is available then ensure the original phone is plugged into the main socket with no other pieces of equipment being plugged in. 

[Kempy68]

Hi John_GS,

In answer to your questions:-

yes, plugged into main socket ; no other pieces of equipment connected to phone socket ; handset is correctly seated and powered on ; main phone is correctly plugged into wall socket with no other pieces of equipment plugged in. 

Thanks

[John_GS]

Thanks for coming back to us.

Have you been able to try another handset and/or unplug it, replug in?

Kind regards.

[Kempy68]

Hello, 

Yes, I’ve tried that. Still not working. 

[John_GS]

OK thanks you will need a tech visit in this case.

I will PM you to arrange.

Best wishes.

[John_GS]

Hi @Kempy68 

Thanks for joining me on PM and confirming your details so I can book in the technician visit for the phone line not working. The visit will be viewable shortly in your online account - virg.in/myVM - where you can cancel/amend if needed.
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

They may also advise you regarding changing to our new 21CV service, phone via router on this visit. You can find out more below;

https://www.virginmedia.com/help/landline/switchover and https://www.futureofvoice.co.uk/
Let us know how the visit goes and do also pop back if you ever need further assistance.