Landline not ringing

[LeslieJ61]

Landline has suddenly stopped ringing. I can dial out, however people are calling me and hearing a ring on their side, however my phone does not ring. I’ve purchased 3 phones from Argos thinking it was a handset issue, but it seems like it’s an issue with Virgin. No one can get in contact with me or my elderly mother, as our phone has suddenly stopped ringing. 

[LeslieJ61]

I can also see a number of other customers reporting the same issue on this forum recently. I cannot get hold of support to deal with this issue, and urgently need an active landline that rings, due to my elderly and vulnerable mothers care.

[Sabrina_B]

Hi @LeslieJ61 👋.

Thanks for reaching out to us and welcome to the Community Forums. Apologies for the issues you have had with your landline. We can certainly assist you, we would need to bring you in for a private message to discuss this and resolve. 

Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
 

Thanks.
 

Sabrina

[Sabrina_B]

Hi @LeslieJ61 
 

Thank you for coming back to me via private message and confirming your details. I have now booked you a technician visit for home phone issue – you can check and amend the date and time of your appointment via your online account.

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 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.

Please keep us updated on how your appointment goes and if you need any further assistance.

Thank you.

Sabrina
 

[LeslieJ61]

This was not fixed by the engineer, they mentioned they do not have the expertise to fix an issue in the cabinet in the street and said there’s 3 faults. Have been given no info on what will happen next and timelines??