Landline not working

[WDM1]

My 90 year old mother cannot use her landline. I try to call and it cuts off. Is there a problem in KY1 3 postcode? 

[Ashleigh_C]

Hi there @WDM1 

Thank you so much for your post and welcome back to the community forums. 

I am so sorry to hear your Mum's landline is down, have you checked for an outage in the area online here or by calling 0800 561 0061? 

[WDM1]

There are no issues according to your system 

[Ashleigh_C]

Thank you for checking @WDM1 

Does she have a phone connected at the wall or at the Hub? Is there a dial tone at all?

[WDM1]

Her landline is connected via hub. No dial tone I believe. When I call it just cuts off

[Ashleigh_C]

Thank you again for popping back @WDM1 

Are you able to try a pin hole reset on the Hub? To do this push a pen etc into the reset hole at the back of the Hub and hold in for 30 seconds, this will force a factory reset so if any details have been changed such as the WiFi password or name it will revert to the original, but can be changed back again after the reset. 

[WDM1]

Sorry she lives on her own and I am 200 miles away. Can you do a remote reset? She doesn’t use the internet only Virgin tv 

[Ashleigh_C]

I'm sorry @WDM1 this wouldn't be something we can do with out the account holder present. 

If you are able to ask her to perform this it may resolve the issue, if not however please do let us know and we will be happy to look into this further with you. 

[WDM1]

Sorry but at age 90 she cannot do anything like that as she could not reach the hub 

[Ashleigh_C]

Thank you @WDM1 

I'm going to pop you a private message so we can take a closer look into this. There are some limits in what we can discuss with a third party but we should be able to look into the fault experience here and hopefully arrange a fix, 

I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.