Landline - Cannot make or receive calls

[ChrissyG123]

I am unable to make or receive phonecalls from the landline.

I've tried all the suggestions online and nothing, can't speak to anyone to discuss.

When the automated bot says it will check the line from your end and I need to call back in 10 minutes I end up back at the start of the process again each time.

[Beth_G]

Hi ChrissyG123,

Thank you for your post, welcome back to the Community Forums.

We're sorry to hear there's an issue with your landline. We'll be happy to help you further with this.

Can you please first confirm if you have no dial tone at all and if you have been able to try a different handset in the socket?

Have you received any communication from us at all recently to say that your landline service is due for a migration?

Let us know

[ChrissyG123]

Hi Beth,

I can confirm there is no dial tone and I have tried a different handset and still no dial tone.

We have not received any communication about migration.

[Ayisha_B]

Thanks for coming back to me @ChrissyG123 

Please run through the troubleshooting here 👉 Why is my Virgin landline not working?

If that does not resolve things, please respond to my PM 📩 and I will be more than happy to help further!

[Ayisha_B]

Thanks for confirming the requested details via PM @ChrissyG123 
I've booked a technician for you to come out and have a look into the issue with your landline. You can find confirmation of the visit via your 👉 online account.

Please let me know if there are any problems with the date or time and I can look to reschedule this for you. In regards to the appointment there are some details you need to know about. 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 also 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.

Let us know how the visit goes!