Landline not working

[Tinu]

Hi, my landline is not working. I have no dial tone and incoming callers get an engaged tone. Service status says there is no problems and I can’t find anyway to report the issue through the website, it just keeps sending me round in circles to check the service status. The phone is charged and working fine. Could someone please help or let me know how I can contact Virgin media other than by phone.

Thanks

[Carley_S]

Hi @Tinu 

Welcome back 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. 

[Tinu]

Hi,

Thanks for your reply. The phone is plugged into the main master socket and is the only thing connected to the phone line. The phone is correctly seated on the base unit, powered on and batteries are handset are charged. No other handset is available to try. I seem to get an intermittent dial tone but can’t receive any calls. When I can get a call out the line is cracking and sometimes dropping out. 

[Carley_S]

Thank you for confirming this @Tinu 

Are you able to test if another landline phone has the same dial tone concerns at all?

[Tinu]

Sorry I’m not able to.

[wm29]

I recently suffered an outage due to a network problem. Status page said everything was fine. Went round the help page just like you. Googled further and found the (automatic) customer service number 0345 454 1111. It knew about the network problem! Then posted here about my dilemma and got a prompt response.

https://community.virginmedia.com/t5/Home-Phone/A-bit-of-feedback-would-be-good/m-p/5439382#M200452

[Lee_R]

Hi @Tinu thanks for getting back to us.

Sorry to hear that your landline issue is ongoing. We've checked our systems on our side and cannot find any issues. However, as you've reached out to us and have confirmed that you've followed all the troubleshooting steps, that you're able to do, I am going to send you a private message, so that I can confirm your details and have a further look on your behalf. Please keep an eye on your inbox in the top right of your screen.

Regards

Lee_R

[Lee_R]

Hi @wm29 thanks for posting.

And thanks for the nice feedback. Remember, if you ever need assistance in the future, our fantastic community and forum team are always willing to lend a hand. Please bear in mind, you can manage your account from here. Your online account, will give you access to your bills, show your package details, diagnose any possible faults and monitor any orders and appointments you may have. 
Regards
Lee_R

[wm29]

Thanks for your comment. VM's Community Forum is a helpful tool in getting problems resolved. I don't want to hijack the OP's post, but what we both wanted was a dedicated phone number (with a human on the end of it) with the ability to report faults and give forecasted fix time if known. 

[Lee_R]

With that in mind @wm29, have you previously attempted to register faults/diagnose any faults online?  We have our service status checker, which checks for any potential area issues. But you can also login, run diagnostics and if necessary, book an engineer.  This could potentially save any long waiting time in a call queue.  All of our contact options can be found here. The available methods will depend on the time-of-day etc, after selecting the service you require help with.

Regards

Lee_R