Landline completely dead

[Kentrainbuff]

Home landline which is still old fashioned and not VOIP is dead.

Means dialling 150 not possible.

Followed tortuous web site to get the a whatsapp chat followed by chat with an agent. 

Chat lasted less than 30 seconds - all our systems are dead will ring you back in 2 hours. On what number? The number on your account - bye

What fantastic customer service (NOT)

NOW LEFT TWIDDLING THUMBS TO SEE IF THEY DO RING BACK.

For the record although they did not ask line is dead, no ring tone and when dialling number nothing just dropped call.

The automated test bot and status bot both report no problems.

[Zach_R]

Hi @Kentrainbuff,
 

Thank you for your post and welcome back to our community forums. We're here to help.
 

I'm really sorry to hear that you seem to be facing some issues with your landline service recently. I've checked things over on our systems and I'm unable to detect any faults on the line currently that would explain the problems you're facing.

Would you mind expanding on the nature of the issue? Is there no dial tone at all when you pick up the handset? What happens when you try to receive a call on your landline?

Thanks,
 

[Kentrainbuff]

There is no dial tone on my base station and if I dial my number the call drops with no noise on the calling number phone and no noise on my base station

[Zach_R]

Hi @Kentrainbuff,

Thank you for expanding. Have you been able to try a different handset instead to ensure that this isn't an equipment related issue?

Thanks,
 

[Kentrainbuff]

I only have the one analogue handset system. All phones talk to base station and i have tried rebooting base station and reconnecting line cord.

Each handset reports same message line cord error. I have no reason to suspect my phone system as suddenly going faulty.

Virgin were doing upgrade works round here on Friday and finished today. That is why i suspect the fault lies with virgin and not my kit.

Are they trying to force me off analogue and onto broadband for my phone?

I have had no specific issues on tv or broadband although over weekend occasionally my tivo360 would drop out of itv channel showing error message then within seconds come back. I suspected that was to do with ongoing upgrade work elsewhere so thought nothing of it.

It has been over 2 hours now and no call back from virgin customer support.

Ken

[Zach_R]

Hi @Kentrainbuff,
 

You would eventually have to move onto using a broadband router to use your landline services - this is something that is gradually happening across the country with all providers - but you would be notified in advance before the switchover in your area takes place along with being provided with the necessary adapter.

As advised earlier, there's no indication on our systems that the issues you're experiencing are related to a fault on the line. Is it possible for you to test another landline? Again, this will help to eliminate it being an equipment issue.

Thanks,

[Kentrainbuff]

Not tonight. I will try to get a simple analalogue phone and plug in tomorrow but the fact your systems dont even give a fault tone or ring tone when ringing the number suggests to me the problem lies outside my premises.

Ken

[Zach_R]

Hi @Kentrainbuff,

Your phone presenting a problem but a fault not appearing on our systems indicates that this could very well be equipment related which is why I've suggested testing that. If you are able to test another phone we can help to narrow that down.
 

Keep us posted.

Thanks,

[Kentrainbuff]

Will do tomorrow morning

[Zach_R]

Hi @Kentrainbuff,

No problem at all. We'll go from there with this based on the outcome of that.

Thanks,