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Landline not working and can't check status

Joining in

My land line has no dial tone and if you call it, it says " it has not been possible to connect your call, please try again later". This has been the case for at least three days.

I have checked service status in the area but no issues.

I have tried the help pages (" but it is on a loop. I click on "Fix your landline" then "Can't receive calls" and it takes me back to the first help page. I can't find anywhere check the status of my particular connection.

How can I check if there is an issue with the connection before having to call out an engineer?



Forum Team
Forum Team

Hi Lou321,

A warm welcome and thanks for posting on our community forums. Sorry to hear that you're currently experiencing no dialling tone on your landline, and that our self-help pages have not provided you with the assistance you need.

So we can assist you further with this issue, there are a few troubleshooting checks I will need you to perform to see if they are successful in resolving the issue. Can you: 

  • Check the phone is seated in the base unit correctly & powered ON.
  • Remove all other equipment connected to telephone sockets. Unplug the phone and check another phone directly into the main socket ensuring this is a VM socket and not one with a BT or Sky logo. 
  • If no alternative handset is available then ensure the original phone is plugged into the main socket with no other pieces of equipment being plugged in. 

Once you have tried the above, please come back to us for further assistance. 

Kind regards Jodi. 


Thanks Jodi, Have tired all your suggestions and borrowed a neighbour's handset to try but still no dial tone.

Best Wishes


Many thanks Lou321,

We really appreciate your trying for us. Due to this, I am going to pop you over a private message to take some details as a technician may be needed.

Please click on the purple envelope to accept the chat.

Kind regards Jodi. 

Hi Lou321,

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

I have booked you in for the next available appointment. To view this please sign into My Virgin Media here: My VM. Once logged 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, please do let us know and we’ll pop you another message to pass data protection and then confirm the appointment details.

Just to confirm, there will be no charge for this visit unless:

The technician diagnoses the fault 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 that someone over the age of 18 is at the property for the time the engineer is there. If the appointment is unsuitable or if anyone living at your property has tested positive for Coronavirus, has been asked to self-isolate or has flu-like symptoms then please reschedule the appointment on the same link. If you do miss the appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment, so it is important to reschedule if needed.

Let us know how the appointment goes.

Take care.