Landline fault

[Martincort]

Landline hasn’t worked for a week. Crackling or engaged tone when calling. How does one book a technician, it’s showing ok on the online check and there’s nowhere on the online sites to report it ?

thanks 

martin

[Zach_R]

Hi @Martincort,

Thank you for your post and welcome back to our community forums. We're here to help.

I'm so sorry to hear you've been experiencing some landline service issues recently. I've just checked things on our systems and I'm unable to detect any known faults currently. Have you checked the ensure the cabling is tight and secure? Have you been able to test another handset to ensure it's not equipment related?

Thanks,
 

[Martincort]

Hi there ,

The fault is there when you dial in to the number. The phone is currently unplugged. Obviously you also cannot dial out 

[Kath_P]

Hi Martin, 

Thanks for coming back to us on this one. 

Just to confirm, when people are dialling your landline number they are hearing a crackling or engaged tone? When you say you're unable to dial out, are you getting any tone when lifting the handset? Are you getting the crackling then too?

Do you have any extensions or additional landlines plugged in or do you only have the one?

Let us know so we can help further.

[Martincort]

Hello . Still getting static and interference before the line cuts off suddenly after a few seconds 

[Nathan_B]

Thanks for coming back to let us know. Just to confirm, have you also been able to check for any known issues via our service page here.

There is also further help via our landline help page here.

If you still see these issues after doing these checks, please let us know. We'll be happy to assist further.

Regards

Nathan

[Martincort]

Tried all this . Can dial out but as above when dialling in 

[Kath_P]

Hi Martincort, 

Thanks for coming back to us on this one. We won't be able to fix this remotely so I would like to arrange for an engineer to come to take a look at this for you. 

I just need to confirm the address to ensure we are booking the visit on the correct account. I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

Thanks,

[Kath_P]

Hi Martincort, 

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 in to My Virgin Media here 👉 My VM. Once you log in scroll down to Orders & appointments then click on View your orders. Please note it can take up to 24 hours to show but you should also receive a text message with the details. 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 a message to pass data protection and confirm the appointment details.

Just 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 MyVM 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.

We will continue to monitor your services and if we can see that the fault has cleared and the visit is no longer required we will cancel the appointment and let you know by text and email.

Let us know how the appointment goes. 😊

Take care.