Landline dead

[pem2]

Following an 8 hour outage on Tuesday 14th November my landline is dead & connected separately via old Telewest cable.

[Jodi_S]

Hi pem2,

A warm welcome and thanks for posting on our community forums. We're sorry to hear that you currently have no working landline at home since Tuesday.

Can we ask if you've been able to try another handset in the master socket, just so we can eliminate its not the equipment causing the issue.

Can we also ask if you have any other equipment attached to your line, for example extension sockets, modems fax machines etc, you unplug these and just try your handset in the master socket to see if a dial tone returns.

Can we also ask if you're using digital handsets that you base is on and that the phone is seated correctly in its cradle.

For more information about phone faults, please check the link here https://www.virginmedia.com/help/landline

Please try the above first and come back to us if you still require assistance. 

Kind regards Jodi. 

[pem2]

Tried your suggestions, but the line is dead and seems I'm not alone in that where there has been a outage of all services, it appears to knockout the landline and does not return on restore.

[Jodi_S]

Many thanks for trying the diagnostics pem2,

Due to this, we will have to book an engineer to attend for you. I'll pop you over a private message to take some detail and get this booked for you. Please click on the envelope at the top of the page to accept the chat. 

Kind regards Jodi. 

[Jodi_S]

Thanks for coming back to via private message to confirm your information pem2

I have booked you in for the next available appointment. To view this please sign into My Virgin Media here: My VM. Once logged in, scroll down to Orders & appointments then click on View your orders. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit, please do let us know and we’ll pop you another message to pass data protection and then confirm the appointment details.

Just to confirm, there will be no charge for this visit unless:

The technician diagnoses the fault 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 that someone over the age of 18 is at the property for the time the engineer is there. If the appointment is unsuitable or if anyone living at your property has tested positive for Coronavirus, has been asked to self-isolate or has flu-like symptoms then please reschedule the appointment on the same link. If you do miss the appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment, so it is important to reschedule if needed.

Let us know how the appointment goes.

Take care.

Jodi.