Landline error 'check phone line' after looking at wi-fi

[AUser1]

My phone line is dead at the moment, no dial tone and incoming calls have failed. I've tried different phones in different sockets and they are all dead. The Virgin Media support page tells me everything is ok for my connection and local area.

The problem started yesterday around the same time that I tried to set up a wifi connection for a printer, in the process logging into the VM wi-fi hub through the web browser and moving the physical wireless router to look up a password. I believe the VirginMedia landline is connected directly into the house's old BT landline system, and doesn't go through the set-top box or router, but I've checked all the wiring near that wireless router anyway and it seems ok. I can't remember where VM connection to the old BT line is.

Is there anything else I can do locally to check out my systems as I'm reluctant to call out an engineer if It's something simple to fix (based on what I did with the wireless)?

[Daniel_Et]

Hi @AUser1, thank you for your post.

We're sorry to hear about the problem you're having 😔

Have you tried following all the advice provided in this article here?

If you have or you're still no further forward after doing so, please pop back to us at your earliest convenience.

Regards,
Daniel

[AUser1]

Yes. There are two phone sockets downstairts and one upstairs. I can put a different phone into each, or just one at a time, and they don't work. I've taken the face off the wall sockets and they do not have a test socket, presumably because they are too old. I don't know which is the old master BT socket and I can't really track any cabling back beyond the sockets.

I'd still like any advice of sometimg to check around the house, perhaps related to what I did with the wireless, and I'll update once I've tested one of the phones at a friend's house tomorrow.

[David_Bn]

Thanks for coming back to us @AUser1.

The master socket would usually have a bigger faceplate and contain the logo of the installer of the socket.

What is probably the only remaining diagnostics you can try, based on your advice thus far, would be to try all alternative handsets in the located master socket as the only piece of equipment connected to the phone line to see if a dial tone is generated.

If there is no dial tone detected at all, this would require an engineer visit

Thanks,

David_Bn

[AUser1]

The phone line is still down. The phones themselves seem ok. Can you please let me know the cost and and arrangements for an engineer visit.

[AUser1]

Can you please help me set up an engineer visit? The website and web messaging keep sending me in circles when I try to book an engineer visit.

[Zach_R]

Hi @AUser1,

No problem, we can help with this. Please respond to the private message that I'll be sending your way shortly and we'll get this looked into.

Thanks,