Landline engaged tone

[Tjh1989]

Since Saturday our landline has not been working, pick up handset and get a dial tone, enter a number and it goes to an engaged tone straight away regardless of the number (even 150, 1471 and 1571). Tried rebooting hub and swapping to a corded phone but still same issue. Called to report a fault and asked to wait 24 to 48 hours, called back today to be told they are monitoring the situation and it may be another 7 days and to stop calling back as it won't help. An engineer is clearly needed but nothing is being arranged and whilst I am assured I will be compensated for loss of service I have little faith it will ever arrive as I haven't got any proof a fault has been logged. Totally unacceptable service. 

[Steven_L]

Hello Tjh1989,

Welcome back to the community and thanks for taking the time to post. I’m sorry to hear of the issues that you’re having with your landline at the moment. We can get this looked into further from here. Firstly, are you able to receive calls from landlines and mobiles or is it just calling out that you're having issues with? 

Kind Regards,

Steven_L

[Tjh1989]

Hi Steven

Incoming calls the telephone would ring, the handset is picked up and the line is dead. 

Tonight the phone seems to have began working after 6 days of it not, but I have had no notification that anything has been done or what the issue was, also do you know when the automatic compensation for loss of service will show on the account? 

Thank you. 

[Steven_L]

Thanks for coming back to us Tjh1989 and we're sorry that you have had issues on your landline for 6 days but we're now glad to hear that your landline is working again. If automatic compensation is awarded it would be added to the closest bill after the fault has been resolved.

Kind Regards,

Steven_L

[GMS1]

Hi,

Encountering the exact same problem with no means to contact / speak with Virgin Media. No incoming/outgoing calls, Line is continually engaged, same result when dialling 150, 1271. Very poor.

My landline has been out for 4 days so far.

[Carley_S]

Hi @GMS1 

Welcome to the community

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

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. 

[GMS1]

Hi Carley,

I have completed all the checks as suggested, the result is still the same.

No incoming calls - as I said in the previous email. The following message is heard:                                              "The person your calling isn't around right now please leave your message after the tone."                                         Outgoing calls - continuous engaged tone.        

Dial 150 from my 02/Virgin mobile - "It has not been possible to connect your call please try again later".    

I have a real concern over the landline not being available as I have an elderly parent in the house who relies on this means of communication.

Please advise.

Regards

[Carley_S]

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

Also, how many pieces of equipment are connected to the phone line?

If you're phone is plugged into the router, please can you try a 60 second pin hole reset on the router. This will revert any customisations back to factory settings and full update the router with firmware/software updates. Please do not reboot the router whilst it is completing the pin hole request. After the reset has completed in full check the landline service again and let us know if you're still having any issue or if anything has changed at all. 

[Tudor]

@Carley_S my problem that was very similar to this has now been fixed. I had a technician visit and after doing many tests by people at the other end got it working. What had to be done was to delete my telephone number from my account and then add it back in followed by a firmware update of my hub.

[GMS1]

Hi Carly,

Unfortunately I cannot see/find a pinhole to do a reset.  Is this pinhole on the hub 5 box?   Is the Hub 5 box called a router? I am not good with technology and do not understand what works with what.  My phone is still not working.  Please advise. 

Thank you.