Landline Issue

[Carveup247]

Last Friday my landline phone's dial tone disappeared. It intermittently returns but there is almost constant, crackling on the line so on the rare occasion I manage to attempt or receive a call I can't hear the person on the other end and they can't hear me. After about 5-10 seconds the dial tone disappears again. Even more concerning, my burglar alarm connection to the call centre is down as a direct result. There doesn't seem to be any way to book an engineer via the Virgin Media site and Live Chat is never accessible. Service status says everything is fine. The phone is to a socket not into the Hub. I have swapped out the cordless for a corded and I have checked all visible cables inside and outside and cannot see any issue.

In the past an issue like this was resolved 'at the Exchange' by an engineer.

Help please

[John_GS]

Hi Carveup247,

Thanks for posting and welcome to the community. I am sorry to hear of the landline issue.

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 three? 
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. 

Let me know. Best,

[Carveup247]

Hi,

There is only one VM phone socket and there are no extension sockets. There are no pieces of equipment connected to my phone socket, although I assume the alarm call centre connection is also via the same outlet as phone and alarm went offline together.

Cordless phone base is connected power ON, phone is seated correctly.

Corded phone directly into the VM socket makes no difference to the outcome.

[Alex_RM]

Thanks for confirming 🙂

I've had a look at things from our side and it does look like an engineer is needed, before I can arrange this I'll need to confirm a few details with you. 

I've popped you over a private message for this (purple envelope, top right hand corner)

Alex_Rm

[Alex_RM]

Thanks for popping your details over via private message 🙂

I've now arranged the engineer visit, you can view the time and date of the appointment via your online account here

Alex_Rm