Landline not working

[Stephen109]

Our landline hasn't been working for about a week now. At first, if I dialed out, it would cut off immediately. Now if I ring out, it sounds like it's ringing at the other end, but it actually isn't. Similarly, if someone rings me, they hear ours ringing, but it isn't. The phone is plugged into the Virgin router.

I need the phone to check up on my elderly mum, so I hope you can help!

[Molly_T]

Hi Stephen109 👋 welcome to the community! Thank you for posting and making us aware. 

So sorry to hear about these issues with your Landline! I can appreciate the importance of this service to you given the circumstances. I will need to send you a PM to confirm a few account details so we can look into this further and offer support. 

We can return to this public thread with an update when possible! 

All the best. 

[John_GS]

Thanks for joining me on PM, Stephen109 and allowing us to sort you a tech visit for the phoneline issues. The visit will be viewable in your online account - virg.in/myVM - within the next few hours. You can amend/cancel it online.

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 MyVM 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
Let us know how the visit goes or if you ever need anything, please do pop back to our community forums 🙂