Landline not working

[lynn1709]

Hi

I desperately need help, I've had no working landline for a week now, its plugged into the main wall socket, I've checked the service status numerous times but it's saying there is no problems in my area, I've done all the checks suggested by the website, so I know it's not my telephone equipment at fault,

I have rung Virgin media 3 times now to report the issue (so costing me a fortune in mobile charges) kept being told there was a fault & that the engineers were working on it, even though the website said there was no fault, the last person I spoke to admitted they could see a problem they told me they had put in an urgent request for repair, I was told it would be done within 2 hours that was 2 days ago!!

I'm getting really fed & frustrated at the lack of help, I need a working landline, I have a 90yr old father who has a lifeline button for emergencies, my landline is one of the contact numbers.

Please can someone help sort this once & for all

[Ayisha_B]

Hi @lynn1709,

A warm welcome to our Community Forums and thanks for your post. 

I am sorry to hear you've had some issues with your landline.

I'd love to help further so will pop you a PM now to confirm some details.

Speak soon 🙂

[lynn1709]

Hi 

Could someone from the forum team give me an update on what's happening, supplied you with my personal details yesterday not heard anything since.

Really need to get my phone line working again it's causing me a lot of problems.

Thanks

[Ayisha_B · Accepted solution]

Hi @lynn1709,

Apologies for the delay, I have only just picked up your message. 

Okay, so after checking the system this afternoon, it would appear an outage has now been raised.

The latest update we have is: We have identified the problem and an engineer is on their way.

We expect to have this repaired by 20:30.

Sorry for any inconvenience caused and thank you for your patience. 

[lynn1709]

Hi 

Thank you for getting back to me & thank you for hopefully sorting the problem.

I am annoyed that the customer service persons I spoke to last Monday, Wednesday & Friday couldn't have done this, it would have saved me a lot of worry & stress, as a carer for my elderly parents I could have done without this.  

Would like to ask as I have been without a working landline for over a week through no fault of my own, I presume I would I be entitled for compensation? if so how do I claim it?

Thank you once again for your help it is much appreciated

[Ayisha_B]

You are most welcome and my sincere apologies for the inconvenience caused @lynn1709

The outage work order has been raised for you. 

In regards to bill credit, you can read more about our Auto Compensation Scheme here. 

Let me know if I can help with anything else. 

[lynn1709]

Hi 

Just to let you know phone line is back up & running 🙂

Thank you once again for all your help.

[Ayisha_B]

Hi @lynn1709,

That's great news, thanks so much for the update 😄

If you need help with anything else, just drop us as a message. 

Enjoy the rest of your day 🙂

[sandman11]

Help! My landline suddenly stopped working two days ago. So did my emails! Access to the internet is ok although slow.

Problem is when I access the virgin media site I can't get to my virgin media emails there as a message says "Can't access that right now, try later!!"

In my email client (Outlook) I keep getting pop ups asking for a password and that doesn't work either!

AND when I try to view service outages/supply on the VM site for both phone and email issues - that doesn't work?

Most general online outage sites show no problems with virgin - although one or two do????

I've tried rebooting the router/hub without success. 

I've tried the normal "no dialling tone" procedure with the wall sockets and hub plugs to no avail either!The phone just says "Check phone line"??? HOW???

Please help.

Mike

[Steven_L]

Hey sandman11,

Welcome back to the community and thanks for taking the time to post.
I’m sorry to hear of the issues that you’re having with your landline not working and your email account

Landline.

Do you have dial tone on your landline?

Is your landline via your hub or wall socket?

Are you able to make or receive calls?

Are you able to try a different handset in the socket?

Email.

Are you able to login to My Virgin Media?

Is the email address that you're trying to access the primary email address on your account? If so and you can access My Virgin Media, please can you reset your email password?

If this isn't the primary email address, you wouldn't be able to change the password via the main online account but we would be able to do that for you from here.

Please can you try to access your email on a different browser or device or to clear the cache of your current browser and try again?

Kind Regards,

Steven_L