Landline out of service since Friday

[SMcIntyre]

Last Friday there was a broadband and TV problem in the area. This was solved but since then I've had no landline. The Virginmedia website is useless with one page sending you to another, only to be sent back to the first. And I cannot call 150 on my landline...because I have no landline. Service status says there is nothing wrong.

[Ashleigh_C]

Hi there @SMcIntyre

Thank you so much for your post and welcome back to our community forums! 

I'm so sorry to hear that you are experiencing this issue with your landline! 

Just to check, does the line have no dial tone? 

Also, is the phone connected at the main socket and if so are there any other pieces of equipment connected at this point? 

Thank you. 

[SMcIntyre]

Hiya, there is no dial tone and the phone is a cordless one with the base unit plugged directly into the main phone socket

Thanks

[Ashleigh_C]

No problem thank you. 

I think it would be best if we get an engineer over to take a look into this for you.

I'm going to send you a PM now so we can look into this further! 

Please keep an eye out for the purple envelope in the top right corner of your screen alerting you to a new message. 

Thank you. 

[Ashleigh_C]

Hello @SMcIntyre

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

Thank you.