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Landline not working

Joining in

why is my landline not working, all I get is a continual engaged tone and can not make or receive calls. Also my package has changed which has excluded landline but I am still paying for it

received an email from the complaints team:-

We’ve looked into it and here’s what we found:
Dear Paul! We appreciate you informing us of your dissatisfaction about the malfunctioning of your phone line. We apologise sincerely for your disappointment with the situation. I can only imagine how annoying it was to have it unfixed. After looking over the account, we discovered that your area is fully migrating to docsis telco (21cv) services. In this region, all copper utilities will be shut off. Your phone line was consequently cut off. Therefore, I would request you to speak with the team to reactivate the phone line. We admire and esteem your commitment to Virgin Media, and we look forward to consistently providing you with superior service. We appreciate your support of Virgin Media and your comments on how we can continue to provide better services.


Forum Team
Forum Team

HI @paolo5 thanks for posting and welcome to our community.

Sorry to hear you've no longer got a telephone service.  I would like to help you restore the service.  I am going to send you a private message.  Please look out for the purple envelope in the top right of your screen.



I successfully installed the new Hub3 and internet home network

but how can I find my new landline phone number and how can I change this to my old number

Forum Team (Retired)
Forum Team (Retired)

Hi paolo5, 

Thank you for updating the thread, we are happy to hear you have been able to set up your broadband service. 

You will be able to check your landline number by calling a mobile as this will be displayed on the screen. 

We would advise that you respond to my colleague who is assisting you via private message to discuss the next steps.