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Landline not accepting incoming calls.

Joining in

Going round and round with fix my phone app.Need an engineer to solve problem.


Forum Team
Forum Team


Thanks for your post and welcome to the community.

Sorry to hear about the issues faced with the landline.

To clarify are you able to call out on the line?

Also how is your phone connected? Is it through the Hub or a wall socket?

Let us know,


Not techically minded.but my phone is connecred to a socket which is connected via a thick white cable to my virgin box

Sorry to add can make outgoing calls


Thanks for coming back to us on this one. 

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 we can then help further. 


Forum Team

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Have bought a brand new phone.Change Phone base and the wire connecting b.ase to socket.When you ring in you get a cracking noise and phone cuts out within 2 secs

Have ring tone ,phone does not ring.

kath are you still on line



Thanks for coming back to me so quickly on this. As this is a Forum, it can sometimes take us a little while to pick up your replies as we're working on other threads, channels and have breaks/lunches too. Don't worry though, when we pick your reply up, we do respond as soon as we can. 

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.


Forum Team

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Thanks for coming back to via private message to confirm your information. 

I have booked you in for the next available engineer 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 after 24 hours have passed, 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 My VM 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. 

Lets us know how the appointment goes. 

Take care.

Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs