Landline not working

[JoLockett]

Our landline hasn’t been working now for over a week. We realised just before we went away for a week and hoped it was just a fault that would be rectified once we had returned, but still not working.

We’ve tried the status checks and all the checks on the equipment, even tried a different phone, but not getting a proper dialling tone and can’t dial out. If I ring our landline from a mobile I’m just getting a normal ringing on the mobile, as if nothing is wrong with the line, but nothing comes through to the landline.

There is a tone when you pick the phone up, but it’s more of a crackle than a dialling tone.

Phone is connected through a line, not through the hub.

The virginmedia website just seems to take you round in circles!

[Carley_S]

Hello @JoLockett

Welcome to the community forums. 

Sorry to hear you're having issues with your landline at the moment. 

Can you confirm if your phoneline is plugged into the main master socket, an extension?

How many pieces of equipment are connected to the phone line?

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.

Let me know if any of these checks work at all, or if anything changes with the dial tone. 

[JoLockett]

Hello Carly

Thanks for responding. I have already tried plugging the phone into the main VM socket and I have also tried another phone in the same socket, plus the other checks you have suggested as part of my initial checks.  We have no proper dial tone and we are unable to make or receive calls.

regards

Jo

[Paul_DN]

Hi Jo,

Thank you for reaching back out and for trying everything advised, we will be more than happy to help further and arrange a technician if required, I will send you an invite into a private chat, once received click on the purple envelope to accept.

Regards

Paul.

[Paul_DN · Accepted solution]

Hi Jo,

Thanks for coming back to me via private message to confirm your information. 
I have booked you in for the next available appointment. To view this please sign in to My Virgin Media here: My VM. Once you log 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 a message to pass data protection and confirm the appointment details.
Just 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 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. 
Lets us know how the appointment goes.
Regards
Paul.