Virgin Media Community

[Manctim]

My landline is not working, no dial tone but status is green via your check service status.

[goslow]

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@Manctim wrote:

My landline is not working, no dial tone but status is green via your check service status.

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Does the automated service status number 0800 561 0061 provide any further info (it is claimed to detail any issues at a more local level)?

[Manctim]

Thanks. I wasn’t aware of that, but it gives the same, no known issue in my area. 

[Carley_S]

Hi @Manctim 

Welcome to the community forums

Sorry to hear you're having issues with your landline at the moment.

Can you confirm if you're phoneline is plugged into the main master socket, an extension or into the router?

How many pieces of equipment are connected to the phone line?

There are a few troubleshooting checks I will need you to perform to see if they are successful in resolving the issue. Can you: 

• Check the phone is seated in the base unit correctly & powered ON.
• Remove all other equipment connected to telephone sockets.
• Unplug the phone and check another phone directly into the main socket ensuring this is a VM socket and not one with a BT or Sky logo. If no alternative handset is available then ensure the original phone is plugged into the main socket with no other pieces of equipment being plugged in.

Let me know if any of these checks work at all, or if anything changes with the dial tone. 

[Manctim]

It’s plugged into the main master socket. 
Only 1 device is connected. 
Checked the phone, switched it off and on, unplugged and re plugged in all cables and tried another phone. 

Still no dial tone. 

[Carley_S]

Thank you for trying these steps and confirming the step up @Manctim 

We'll need to take a closer look at this to see if we can resolve at our side or if an engineer needs to be booked. Please join me on private message so I can locate your account and pass account security. You can see your private messages at the top of the page, in the envelope icon

[Carley_S]

Thanks so much for your private message @Manctim 

I have now booked you a visit for your landline fault – you can check the date and time via your online account here. If you have any issues with accessing your online account or unable to see your visit, please do let us know and we’ll pop you a message 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 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.