Virgin Media Community

[omahony19]

My landline has not been working at all for over a month or actually potentially 2 months. There is no dial tone and when you try to call the number it simply says it is busy.

We are using the main connection that comes directly from outside, we have tried multiple cables, 3 phones and have tried troubleshooting anything mentioned on similar posts that I've seen on the forums. Nothing physically has changed so we're not quite sure why it's stopped working. The service status page also does not report any issues.

I currently live with my grandfather who relies on the phones to speak to relatives as he has had the same phone number for around 30+ years, this needs to be resolved or we'll be forced to leave if we can't get any help. Thank you.

[Gareth_L]

Hello omahony19.

Sorry to hear about the issue with your landline. Thank you though for joining our community and letting us take a look.

I wont ask you to try anything else it seems you have done everything possible to fix this.

If you don't mind, I will need to send you a private message to pass security and arrange a Technician visit.
If you can check the purple envelope top right of your screen that would be great. 
Regards     
Gareth_L
 

[Gareth_L]

Hi omahony19,

Thanks so much for your private message and confirming your address, I have now booked you a visit for the n dial tone  – you can check the date and time via your online account here  If you have any issues with accessing your online account or unable to see your visit, please do let us know and we’ll pop you a message to confirm.

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
Can you please let me know how the visit went.
Gareth_L