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Landline goes dead after approx 10 secs

Tuning in

I moved house in Jan. Transferring Virgin with me. Since moving I have had issues with my landline. I am unable to use it. When receiving or making a call, after approx 10 secs the line will go dead. 

I have run VM several times. I have been told various things. Problem in my area, will clear after 24 hours, will clear after 48 hours, speak to BT technician.

Each call to VM lasts for a very LONG time.

I bought new phones thinking maybe that was the issue.

Has anyone had this issue or can help me? 

I raised a complaint online only to be told to ring the usual virgin phone number and my issue will be resolved. 

It hasn't so far!

I'm at my wits end and so frustrated. With receiving no help from VM.

I have run all the tests VM suggest to no avail. 

Thank you in anticipation 


Forum Team
Forum Team

Hi SammieC1,

A warm welcome and thanks for posting on our community forums. We do apologise for the inconvenience and disruption caused due to the dropped calls your experiencing with your landline. 

As you have already tried another handset and you're not being affected by an area outage, we will need to investigate this further for you and possibly get an engineer booked to come and take a look for you.

I will pop you over a private message to take some details, click on the purple envelope to accept the chat. 

Kind regards Jodi. 


Forum Team
Forum Team

Hi SammieC1,

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 into My Virgin Media here: My VM. Once logged in, scroll down to Orders & appointments then click on View your orders. 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 another message to pass data protection and then confirm the appointment details.

Just to confirm, there will be no charge for this visit unless:

The technician diagnoses the fault 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 that someone over the age of 18 is at the property for the time the engineer is there. If the appointment is unsuitable or if anyone living at your property has tested positive for Coronavirus, has been asked to self-isolate or has flu-like symptoms then please reschedule the appointment on the same link. If you do miss the appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment, so it is important to reschedule if needed.

Let us know how the appointment goes.

Take care.