Landline Down

[NeilRobinson37]

All my services were off for a couple of days last week due to a Virgin outage.

The tv and broadband service is now back but the landline is still not working despite your service status saying there are no issues 🤷‍♂️

I have 3 handsets and each show, ‘no line’

I have disconnected all of them and reconnected without joy, any ideas?

[Ashleigh_C]

Hi there @NeilRobinson37 

Thank you so much for your post and welcome to the community forums, it's great to have you here.

I am so sorry that you have faced this issue with your handsets! Can I ask just confirm are you connected to the phones via the Hub? 

If so have you been able to try a pin hole reset at all? To do this push a pen etc in the 'reset' hole at the back of the Hub and hold in for 60 seconds. This will force a full factory reset. 

[NeilRobinson37]

Thanks Ashleigh, no my main phone is connected to a traditional phone socket with two others running off the main one, all were working fine prior to the outage

[Ashleigh_C]

Thank you for popping back to me @NeilRobinson37 

I have taken a look and I do think it would be best for us to get an engineer out to take a look into this. I'm going to pop you a private message so we can arrange this, please keep an eye out for the envelope at the top of your screen alerting you to a new message.

[NeilRobinson37]

Ok, thank you

[Ashleigh_C]

Hello again @NeilRobinson37 

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
 

[NeilRobinson37]

Thanks again Ashleigh, but just to confirm, I do not expect to be charged for this visit as all was fine prior to Virgins recent outage

[Ashleigh_C]

Thank you @NeilRobinson37 

This is just a statement we give out so customers are fully aware, these are the only reasons that the appointment would be charge but if this an issue relating to our services or caused by an outage then there would of course be no charge. 

[NeilRobinson37]

Noted, thank you