Landline not connected

[Gary56]

Recently transferred from BT landline to Virgin and it is still not working. When ringing landline it just rings but handset doesn't ring. No ring tone heard on landline handset. All connected correctly. 

[Carley_S]

Hi @Gary56 

Welcome to the community forums

Sorry to hear that you're currently having issues with your landline. This sounds like it could be an issue with the power levels at the landline, so there is enough power to ring the line but not enough for the ringer itself which is why you can't hear it. If you try to ring your landline and it rings on the call - try picking up the landline and you should pick up the call. 

We will need to arrange an engineer to resolve this at the landline in the home. Please join me on private message so I can locate your account and pass account security. You can see your private messages at the top of the page, in the envelope icon or if you're using a smaller device, you can see your private messages by clicking on the Virgin Media logo at the top right and select 'Messages' from the drop down. 

[Carley_S · Accepted solution]

Thanks so much for joining me on private message @Gary56 
I have now booked you a visit for the landline issue – you can check the date and time via your online account here.

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 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.

Let us know how you get on with your appointment.