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Lkktan1
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Landline - not ringing with incoming call

My Virgin Media landline no longer rings with incoming calls.

If you ring the landline phone from another phone you can hear it ringing on the other phone, but the landline phone itself does not make a ringing sound.

If you pick up the landline phone whilst you are ringing it from the other phone - the call will connect and you can have a normal conversation. 

The landline phone has a normal dial tone and you can make external calls like normal.

The landline phone handset is fine; Panasonic cordless phone which is on maximum volume and not on mute

I have also borrowed another corded phone from a relative who is not on a Virgin Media landline and this phone works in their house. When I bring their corded phone to my house and plug it into my Virgin Media landline - there is still no ringing with incoming calls, but I can make calls and receive calls as explained above.

I only have one telephone socket in the house, so we are using the main Virgin Media Landline socket

Does anyone have any other suggestions? We have an engineer visit booked for next week, but from my reading on the Internet this sounds like a BNR - "bell not ringing" issue and a problem at the exchange. Ideally, I would prefer to get this sorted out remotely if possible. 

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Beth_G
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Re: Landline - not ringing with incoming call

Hi Lkktan1,

 

Welcome to the Community Forums!

 

I'm sorry to hear you've been having some trouble receiving calls on your landline, however we do appreciate you including all of the details about the issue, it is most helpful.

 

I have been able to find your account and I'm afraid that this isn't an issue we can see from our end I'm afraid. What I'll do is check in with the landline service experts tomorrow and ask if they can check a little deeper and see anything, but I'm afraid that it will most likely require an engineer visit to resolve.

 

I'll get back to you as soon as I can with an update.

 

Kind regards,

 

Beth

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Beth_G
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Re: Landline - not ringing with incoming call

Hi @Lkktan1,

 

I have spoken with the Specialist Landline Team, and everything appears OK at the switch, but they have taken off your number and popped it back on again to see if that helps at all. Can you please try calling your landline number to see if the issues are still present?

 

We are doing everything we can to reduce our engineer's time in customers' homes, so they will likely check out the local cabinet first during your appointment. If they are able to locate and resolve the issues from there, they'll probably give you a knock on the door and just let you know it's been fixed. They'll only enter the property if absolutely necessary. 

 

Kind regards,

 

Beth

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Lkktan1
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Re: Landline - not ringing with incoming call

Hi Beth

I have tried to ring the landline as suggested; unfortunately, the same issue persists.

 

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John_GS
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Re: Landline - not ringing with incoming call

Hi Lkktan1,

 

Thanks for coming back to us. My colleague did book a tech visit for you so you can find out more on this visit here

 

Kind regards,

John_GS
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Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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