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Landline down

Joining in

Hi All,

My landline has been down all day, there was a man in the comms box down the road this morning, not sure if he has done something as just seems to much of a coinsidence.

Ive tried the various fixes, and have a wired phone connected directly to the box on the wall.

There is no dial tone and a message saying unavailble if you call it.  But the website says no known issues in my area.

I have set up a whatsapp chat through the automated chat bot, but no one has gotten back yet,  and i cant call  the helpline number as im on payg with a different provider so will burn through my credit. Was with Virgin payg till they stoped it.

Any help would be appreciated.



Forum Team
Forum Team

Hi there @Carlos01 

Thank you so much for your post and welcome to the community forums, it's great to have you here. 

I am so sorry that you have faced this issue with your phone line! Can I ask if the phone is attached at a main or extension socket? How many other pieces of equipment are attached at this point?

Hi there,

Its attached directly to the main socket, theres also 2 dect phones on extensions


Thank you @Carlos01 

Are you able to try and disconnect the other two devices and see if the issue continues at all?  Have you also been able to try another handset at all? 

I have tried disconecting all the devices etc, i dont have a spare to try, but if you call the number it says "This persons phone is currently unavaiable please try again later"


No problem @Carlos01 and thank you so much for trying. 

I do think it would be best for us to arrange for an engineer to come and take a look. II will pop you a PM across now so we can arrange this, please keep an eye out for the envelope at the top of your screen alerting you to a new message.

Ok thanks

Hello again,

Thanks so much for your private message and confirming your address, I have now booked you a visit for your landline– you can check the date and time via your online account here. If you have any issues with accessing your online account or unable to see your visit, please do let us know and we’ll pop you a message to confirm.

There will be no charge for this visit unless:
• The technician diagnoses the faults 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 there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the My VM app by 4pm the day before the appointment.
If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment