Landline not working

[A571]

Hi my landline is not working. Tried in vain to contact virgin media to no avail. Please help

[Kath_F]

Hi A571, 

Thanks for your post and welcome to the forums. It's great having you on board with us in the Community. 

We're sorry to hear your landline service isn't working. 

In order to help look at this, there are a few checks we will need to go through with you. Can you let me know the following please:

• As you're connected through the Hub can you ensure the adapter is plugged in correctly and reboot the hub?
• Do you have an alternative handset you can try in the Hub to see if this works?
• When lifting the handset to call a number, do you get any tone at all?
• When receiving calls, does your landline itself ring?

If you can come back and let me know the answers to the above. It's possible we may need to get an engineer out to you so please ensure you come back to us here 🙂

Thanks, 

[A571]

Hi Kath,

I have connected up my old digital phone to the hub as instructed, this is the first time I have used the hub to  do this,

Both phones when connected to the hub send and receives calls ok. I normally just use my mobile.  I discovered the landline was not working  when my house alarm was recently serviced as it is connected to the phoneline.

There is  no tone with both phones to the landline connection. The corded phone is connected to the landline at present.

I was wondering if it was actually activated.

Thanks

[Kath_F]

Hi A571, 

Thanks for coming back to me on this and for answering those questions. 

Everything is showing as activated from this side. It doesn't look like we 'll be able to fix this remotely so I would like to arrange for an engineer to come to take a look at this for you. 
I just need to confirm the address to ensure we are booking the visit on the correct account. I have sent you a private message regarding this. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.
Thanks,

[Kath_F]

Hi @A571,

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

I have booked you in for the next available engineer 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 after 24 hours have passed, 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 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 My VM 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.

We will continue to monitor your services and if we can see that the fault has cleared and the visit is no longer required we will cancel the appointment and let you know by text and email. 

Lets us know how the appointment goes. 

Take care.