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Landline number says dialled an incorrect number

Joining in

... but I can't get through to anyone to get resolved. I have tried 3 times to get through to someone, but after waiting 20mins they hang up on me. I am calling on behalf of my elderly mother who has dementia and doesn't understand all the questions the call handlers ask her and she gets flustered. The call handler told me that because the line cannot be verified she can't help. I got a little bit cross and told her my mother depends on her phone as her health alarm runs through it and she lived alone and is vulnerable. The woman told me to stop being angry and hung up on me. I called back and as soon as I said my name I was instantly hung up on. I have been trying for past 2hrs to speak to someone. In the meantime, my 86yo, vulnerable mother who lives alone has no phone and no way of getting it fixed! Virgin Media you should be ashamed of yourselves treating vulnerable people like this!!! In the meantime, my mother's landline needs fixing. Can some please tell me how to do this. When we dial her number is says we have dialled an incorrect number. When we pick the phone up there's no noise except for a very slight crackle and the display says 'number in use'

I would be so grateful if anyone can help. It has been out of action since last thursday


Forum Team (Retired)
Forum Team (Retired)

Hi @Debbievb 


Thanks for posting on our community forum and so sorry to hear about this issue with the landline


My apologies for the delay in having this sorted, I am going to drop you a private message immediately so I can look to have this resolved for you Debbievb, keep an eye on your inbox for a message from myself.



Forum Team

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Tuning in

We had the same problem today trying to phone two different local numbers. I used my 02 mobile in the end.

I haven't the time to phone someone working in the foothills of the Himalayas and hang on for ages. They're very helpful but they keep you on hold whilst they phone someone in the UK who can actually make a decision.

It seems like this anyway, as I was on the phone for the best part of an hour last week trying to change two Tivo Boxes for 360s.  Then again for half an hour the following day.

I was promised two call-backs (from India) but didn't get them.

I had to phone again myself, twice, before things finally got down.  Don't they want our custom?

It's a nightmare to get things done, as the website is rubbish.

It would seem Virgin would do anything other than give you a proper e-mail address where someone can sort a problem out, then e-mail you back, rather than you,  hang onto a silent phone for a ridiculous amount of time.

Hello SeanRegan.

Thanks for your first post and welcome to our community.

Sorry to hear that it took you endless calls to arrange the upgrade to the 360 boxes.

We are aware how busy it can be when calling in.

If you need any help with anything technical, we are only a message aware.