Landline not receiving calls but can make outgoing calls

[cbzcbz76]

Hi,

Our landline has stopped receiving calls recently. If someone calls (and we've tried from a mobile), the landline rings for one ring, and then there is a crackling noise and call is terminated. We have a dial tone and can make outgoing calls.

Our phone is connected via landline socket (not hub).We've tried disconnecting different handsets around the home but has made no difference. Could you help please?

Thanks & Regards

Carl

[Ayisha_B]

Hi @cbzcbz76 👋,

Welcome back to our Community Forums and thanks for your post. 

I am sorry you're having some issues with your landline and I would love to assist you further.

Checking things this end, I can see the line is currently blocked and the tests advise a technician is needed. 

I will pop you a PM now so we can confirm some details and get a visit arranged for you 😊

Speak soon!

[Ayisha_B]

Thanks for confirming the requested details via PM @cbzcbz76 👋
I've booked a technician for you to come out and have a look into the issue with your landline. You can find confirmation of the visit via your 👉 online account.

Please let me know if there are any problems with the date or time and I can look to reschedule this for you. In regards to the appointment there are some details you need to know about. 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 also 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 the visit goes!

[Ayisha_B]

Thanks for the update via PM @cbzcbz76 

So pleased to hear all is sorted for you now 🙌

If you need anything else, let me know. 

We’ve also got a host of hints and help in our Virgin Media mobile app and our Help & Support area 😃

Have a lovely weekend!