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Landline not working

Joining in

As of this morning, I can’t make or receive calls on my landline. There doesn’t seem to be a problem with the phone, it’s the line. Virgin says there is no problem in my area. I have taken the bottom section off the phone socket and plugged the phone into the test line, as it says on the troubleshooting page online, but still nothing. What now?


Forum Team
Forum Team

Hi @Victoria911 


Thank you so much for your post and welcome to the community forums, it's great to have you here. 


I am so sorry to hear that you have faced these issues with your phone line.


Can I just confirm have you been sent an adapter to connect the phone to the Hub? 

Thanks for your reply. As far as I’m aware I haven’t been sent an adapter. My phone plugs directly into the wall socket. 

Thank you @Victoria911 I do think it would be best for us to arrange to get an engineer out to take a look. 


I will pop you a Private Message now so we can arrange this, please keep an eye out for the purple envelope in the top right corner of your screen alerting you to a new message.

Hello again


Thanks so much for your private message and confirming your address, I have now booked you a visit for your landline– 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 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

My phone line is connected again and I have cancelled the appointment. Thanks for your help. 

That's great to hear and thank you for letting us know @Victoria911 


Please do pop back to the forums should you need any help in the future and we will do all we can to assist. 

Thank you