Landline distortion / crackling

[alestescarrow]

Hi all, 

Had a very on-off issue with the landline for some months now, but has got increasingly worse. 

There are long spells (a few hours to a day or so) where I cannot get a dial tone whatsoever, and without any intervention, it returns back to normal. 

There also has been increasing issues with crackling on the line, so much so it becomes impossible to converse. 

I have tried another wired phone, and I have also removed the faceplate from the VM master socket and used the test socket, but the crackling noises persist. 

Yellow zone 

Thanks

[Jodi_S]

Hi alestescarrow,

Thanks for posting on our community forums. We're sorry to hear that you're experiencing crackling and distortion on your landline, we can certainly understand the inconvenience this issue is causing you.

We appreciate that you have already tried another handset and other diagnostics. Due to this issue, we will need to investigate this further for you and possibly have to arrange an engineer’s visit.

I will pop you over a private message to take some details from you. Please click on the purple envelope to accept the chat.

Kind regards Jodi. 

[Jodi_S]

Hi alestescarrow,

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

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.