Landline no dial tone

[jackieh61]

I run status check and it tells me that nothing is wrong with my phone but I have no dial tone and cannot make any call. I have elderly parents who haven’t been able to call me as it goes straight to voicemail 

[Kath_F]

Hi jackieh61,

Thanks for your post and welcome to the forums. It's great having you on board with us in the Community. 

I'm sorry to hear your landline is not working as it should be currently. In order to help look at this, there are a few checks we will need to go through with you. Can you let me know the following please:

• Does the landline work if plugging a different handset into your socket?
• If you don't have another handset, are you able to try your handset in another socket?
• When calling any number, do you get any tone?
• When receiving calls, does your landline ring at all?

If you can come back and let me know the answers to the above. It's possible we may need to get an engineer out to you so please ensure you come back to us here 🙂

Thanks, 

[jackieh61]

I don’t have another socket to plug into but have tested with another phone and no dial tone at all. Can’t make outgoing calls and can’t receive any calls either 

[IronMike]

I also have the same issue with no dial tone however i am a Telephone Engineer and i have made all test that have been suggested and i have found that there is an external issue. I did have intermittent dial tone for a short period this morning but now i do not have a dial tone.The Virgin auto test system tells me there is no issues in my area but clearly there is.

[Kath_F]

Hi jackieh61, 

Thanks for coming back to me on this and for answering the above. 

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 private message regarding this. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.

Thanks,

[IronMike]

Just spotted the Virgin engineer outside and he has confirmed there is a landline fault.

[Kath_F]

Hi IronMike, 

Thanks for your post and welcome to the forums. It's great having you on board with us in the Community. 

I'm sorry to hear you were also having an issue but am glad things are sorted for you now and the engineer was able to diagnose things. 

Please let us know if you need any further assistance. 

Thanks,

[Kath_F]

Hi jackieh61,

Thanks for coming back to me 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. 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 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. 

Lets us know how the appointment goes. 

Take care.

[Kath_F]

Hi jackieh61, 

It can sometimes take a few hours to update within My VM. This is normal. 

If you still have an issue later on, let us know and we can then pass data protection and help further. 

Thanks,