Landline Not Working

[715367]

Hi,

My landline connection is not working.  There is no tone and I have been unable to make or receive calls for the last few days. Virgin Media's service status reports no issues.  I have followed all the advice online to check connections, power supplies, handset volume, test with another handset etc and the problem is still unresolved.  I would like to book an engineer...

Thanks,

Madeleine

[Vikki_M]

Hi @715367

Thank you for your post and welcome back to our community.

I am sorry to hear about the issues you are having with your phone line.

Is the phone plugged into the wall socket or your hub please?

Please pop back to us when you can. 

[715367]

It is plugged into wall socket

[Vikki_M]

Thank you @715367

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.

Please pop back to us when you can. 

[715367]

Plugged into master socket marked CableTel from about 1996, no extension

[Vikki_M]

Thank you.

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

Please pop back to us when you can. 

[715367]

No other equipment connected

[Vikki_M]

Thank you. We just have a few more checks to go through before I can arrange an engineer. 

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.

Please pop back to me when you can. 

[715367]

I have followed each of your three instructions.  I can confirm phone has no tone

[Vikki_M]

Thank you.

We will need to arrange an engineer visit for you.

I will send you a private message so I can do this securely.

Please look out for the purple envelope in the top right of the page and pop me a reply when you can.