Virgin Media Community

[Mark1011]

Phone line not working at my elderly mother's house. I have rang support multiple times and every time, the automated message says that they need to run tests on the line and to call back in 10 minutes.  After 10 minutes, I call back and repeat the entire process again and told to ring back after 10 minutes. I have done this 5 times now.  This is Groundhog Day!!!

I have not spoken to anyone in person so far. I don't know how I can get this fixed. Seems an impossible process to log a fault.

[Ilyas_Y]

Hi there @Mark1011, thanks for reaching out to us and a warm welcome to the Virgin Media forums! 👋

I'm sorry to hear about the issues with your elderly mother's landline 😞
May I ask if you're able to check as to whether or not another landline works on there as well? Is there no dialling tone? Or is the line noise?
Please run an online test here to see if there is an area issue.

Let us know what it says.

Kind regards,
Ilyas.

[Mark1011]

Hi

The online tests do not show any issues. From the landline, there is no dial tone. When I call the number, the landline phone never rings in the house; I can sometimes hear a lot of noise or it just rings indefinitely. I have tried different phones.

[Ilyas_Y]

Thanks for the reply @Mark1011 on the forums.

I'm sorry to see that the fault is still present 😞
I will investigate this further for you and send you a private message.
Watch out for the purple envelope inviting you in.

Kind regards,
Ilyas.

[Ilyas_Y]

Thanks for speaking with us today @Mark1011 on the forums page.

I'm glad we have made arrangements for a repair.
Let us know how it goes with the appointment in the near future.
As always - we're here if you need anything 🙂

Kind regards,
Ilyas.

[Mark1011]

Just to let you know, an engineer arrived the following day and fixed the problem by replacing the old hub. All good now!

Thanks

[Vikki_M]

Hi Mark,

Thank you for the update.

We're really happy to hear this is now resolved 🙂