Landline not working

[bigtrigg]

I've had no dial tone or landline for over 1 week. Done all diagnostic checks , new phone. When I dial from mobile it sounds like its ringing but it isn't. No dial tone either. All wires connected , tried the test socket , no joy. Now stuck in an endless loop of the app and not being able to report fault as it says service status is fine. Help !! 

[John_GS]

Hi @bigtrigg

Thanks for posting and welcome to the community.

Sorry to hear of the phone issue. 

Can I confirm, have you got your phone connected to the phoneline port on the router?

Keep me posted

Best wishes,

[bigtrigg]

No , it's in a phone socket on wall . 

[John_GS]

Righto, we've recently done the migration of your phoneline to 21CV, phone through the router.

Changing to the phone service via cable is a government objective and this has to be completed by 2025, we are choosing to take the change over now to ensure all of our customers have been migrated prior to the current telephone exchange being closed down in 2025.
See these links for more information - https://www.virginmedia.com/help/landline/switchover and https://www.futureofvoice.co.uk/

Have you received the adapter?

Best wishes,

[bigtrigg]

Yes I've an adapter.  Tried that too ..Still not working 

[John_GS]

Righto so have you plugged the phone with the adapter into the phone part of the router? 

Best wishes

[bigtrigg]

Yes and rebooted hub 

[John_GS]

Thanks for coming back to us. OK so I have checked again and the team you spoke to last night have since raised this for a tech visit as all back office checks are complete. Have you been advised of the slot? I can help with that if not.

Best wishes,

[bigtrigg]

I have spoken to someone via text chat . I've now rebooted hub and connected phone via adaptor.  Eureka it now works . However , lots of people will struggle if there is not socket near router to plug phone in. 

[John_GS]

Great it's working 🙂 regarding that socket as it's good feedback and correct, we offer a relocation for that 🙂

Best,