Landline Not Working

[blaydzman]

My landline stopped working at least three weeks ago (that's when we first noticed it when people said they'd been ringing us on it and no one ever answered) and a status check showed no fault. After recycling the power on the base station, the phone then displayed "Check Phone Line" and again status check showed no fault. Even though we haven't been instructed to change to the hub connection, I tried connecting the base station to the hub with the supplied adaptor and still have the same fault. Tried to follow the help pages online and in the app but they don't even acknowledge that a landline fault can be an actual thing so you just go round in circles with no way of reporting a fault. We have probably been without a landline for a month and whilst we don't rely on it, we are obviously paying for a service which we aren't receiving (even though it's more expensive to have TV and Broadband without Phone than it is to have all three). Why is Virgin Media customer service so difficult and blatantly not fit for purpose? 

Any chance of someone from VM helping with this problem?

[Ashleigh_C · Accepted solution]

Hi there @blaydzman

Thank you so much for your post and welcome back to the forums, its great to have you here.

I am so sorry to hear that you are facing this issue with your landline! 

I have checked and I can see that there is a Signal to Noise Ratio (SNR) outage in your area at the moment that is causing issues across broadband and will also effect your Hub connected landline. 

The current estimated fix time for this is the 21st of November at 3pm.

Are you able to let us know how things are looking at this time? 

Thank you. 

[blaydzman]

This issue is still present, I have no working landline.

[Martin_N]

We can certainly appreciate your frustration with that blaydzman.

I have checked this and the area issue is still ongoing. 

The current estimated fix date is: 29 NOV 2022 15:00

^Martin