Landline Line code error

[davies1248t]

Hi, I have discovered that no calls are coming through to.my landline. I have now replaced the ADSL and bought a new phone thinking its faulty equipment. Still  cannot ring through. The new phone showed an error message ' Line Cord Error'  . Please can you advise how to arrange an engineer. Many thanks 

[Carley_S]

Hi @davies1248t

Welcome to the community 

Sorry to hear you're having issues with your landline at this time. 

Let's see if we can figure what's happening here. 

Can you confirm if you have a dial tone at all on your handset or is it that you are not able to receive calls?

Can you confirm if you're phoneline is plugged into the main master socket, an extension or into the router?

How many pieces of equipment are connected to the phone line?

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.

Let me know if any of these checks work at all, or if anything changes with the dial tone or calls

[davies1248t]

Hi Carly

Many thanks for your reply. 

I can confirm I have done the phone checks.  There is a dial tone. The Adsl newly replaced) is plugged into a main master wall socket for the phone. Unfortunately I don't have another socket to test . 😕  Only the phone is plugged into theis socket. The VM hub is connected via a VM cable socket separately.

I rung my landline from my mobile, but the landline isn't ringing. 

Hope you can help please

[davies1248t]

Also I have bought a new phone as I thought maybe the fault is with the phone but still no calls coming through. 

[Carley_S]

Are you able to make out going calls okay from your landline? If not what happens the the ringing or what noise do you hear? 

[davies1248t]

Hi

I get a dial tone for ringing out. And tested the landline for calling to my mobile and it appears to be able to make calls going out but not able to  receive incoming calls. 

[Carley_S]

Thank you for trying this @davies1248t. We'll look to investigate this further on the account. Please join me on private message so I can locate your account and pass account security. You can see your private messages at the top of the page, in the envelope icon. 

[Carley_S]

Thanks so much for your private message @davies1248t.

 I have now booked you a visit for the line cord error issue – 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 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.