Landline no dial tone constantly engaged when ring it

[Penguin7250]

Have no dial tone on phone for at least last 6 weeks, when you ring the number it is constantly engaged   Checked line status and showing no faults 

plugged into wall socket, tried another handset and same 

[Steven_L]

Hey Penguin7250,

Welcome to the community and thanks for taking the time to post here on the forums.
I’m sorry to hear of the issues that you’re having with your landline at the moment. Have you been advised that your landline changeover to a fibre connection has gone ahead?

Kind Regards,

Steven_L

[Penguin7250]

Not aware of anything, it is not a new account it is over 20 years old since Yorkshire Cable

so what switchover? 

[Steven_L]

Thanks for coming back to me Penguin7250, we are currently changing our customers landlines to run via your broadband hub instead of the traditional wall socket as part of a government objective to close the copper network by 2025. You can find more about the changeover here and you should be informed, when your area will be migrating to the new network. Regarding your current issues, I would be happy to take a further look into this for you but would need to confirm a few details via private message, please look out for my message and we can get started.
Kind Regards,
Steven_L
 

[Penguin7250]

Ok 

[Steven_L]

Thanks for confirming your details via private message @Penguin7250.

I have arranged the appointment, and you can track your engineer appointments online. Simply sign into My Virgin Media and you will see your appointments on your account dashboard. However, this can take up to 24 hours to be updated.

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.

Kind Regards,
Steven_L

[Penguin7250]

How do I cancel appointments, if not available as work 5 days a week and will not take time off for a visit, wanted to cancel landline anyway but can’t seem to speak to anybody !

[Steven_L · Accepted solution]

Thanks for coming back to us Penguin7250, you can cancel your appointment via your online account in the 'orders and appointment' section. or I could cancel the order for you. 

If you wish to cancel your landline from your account, please give the team a call on 150 from a Virgin Media landline or 0345 454 1111 option 1, option 4 then option 4 this will get you through to the correct team who will be able to look into this further for you, as we are unable to arrange any package changes over the forums.

Kind Regards,

Steven_L

[Penguin7250]

Seriously ring them from a non working landline! 🤦‍♀️

[Steven_L]

Do you have a mobile that you could call the team on?

Kind Regards,

Steven_L