Landline down

[bluedoor64]

Good morning, am posting on here that my landline is down this morning so I cannot phone anyone to tell them.  My broadband is okay but I can see the signal is quite low.

I want this documented with regard to compensation if my landline doesnt come back on for a while.

Many thanks and best wishes. 

[Carley_S]

Hi @bluedoor64 

Welcome back to the community forums 

Sorry to hear you're having issues with your landline. 

Can you confirm if you're phoneline is plugged into the main master socket, an extension or into the router?

How many pieces of equipment are connected to the phone line?

There are a few troubleshooting checks I will need you to perform to see if they are successful in resolving the issue. Can you: 

• Check the phone is seated in the base unit correctly & powered ON.
• Remove all other equipment connected to telephone sockets.
• Unplug the phone and check another phone directly into the main socket ensuring this is a VM socket and not one with a BT or Sky logo. If no alternative handset is available then ensure the original phone is plugged into the main socket with no other pieces of equipment being plugged in.

Let me know if any of these checks work at all, or if anything changes with the dial tone. 

[bluedoor64]

Thank you for your reply, have followed your instructions and it has made no difference, the landline is still down.

Would it be possible for you to report this fault to Virgin Media please as I need my landline 24/7.  Please let me know if you can report it, if not, how should I best report it.  Many thanks.

[Carley_S]

Thanks for getting back to me @bluedoor64 

Can you elaborate on how your landline is down?
Do you hear a dial tone at all? Or is it crackling/intermittent?

Can you receive calls at all and it's just you cannot make them?

[bluedoor64]

The phone is totally dead, there is no dial tone and no crackling and the fault is permanent, not intermittent.

I cannot make calls or receive calls.

My friend has tried to ring me and there is a message saying "the line is temporarily unavailable".

Could you please report this fault as urgent or tell me how to report it but I do not have a telephone.

Many thanks.

[Carley_S]

Thank you for confirming this @bluedoor64 

I have raised this on the system at our side for you as requested. 
There is an outage affecting landlines in the area so wanted to be sure that you were also being affected and was not something we could resolve remotely for you. 

The team are working to have this resolved as soon as possible for you. There is no estimated fix time as of yet, but please do keep us updated should anything change at your end. 

[bluedoor64]

Thank you very much for all your help.  The landline is still dead.

My situation is urgent as I have no phone - thanks.

Best wishes.

[Carley_S]

You're welcome @bluedoor64 

Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the community forums if needed :).

[bluedoor64]

My phone line is still dead and I need it to be restored as soon as possible.

Thanks for all your help.  Best wishes.

[Gareth_L]

Hello bluedoor64.

Thanks for replying.

I can look into this for you. 
If you don't mind, I will need to send you a private message to pass security. 
If you can check the Logo top right of your screen that would be great. 
Regards     
Gareth_L