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Landline phone not ringing

Joining in

Hi, I would be really grateful for some help.

My landline phone is not ringing when receiving calls and it turns out this seems to have been the case since May/June time. Now a friend has made me aware that they’re get no answer when calling me, I’ve checked it by phoning it myself using mobile and my landline phone is not ringing when called.

I can make calls out.

If I watch the screen of my landline phone when I’m calling it, it displays that a call is coming in, however, it doesn’t ring and isn’t detected by the answerphone on my DECT phones so the call doesn’t get picked up and sounds to the caller as though it’s just ringing and ringing but there is no sound at all being made in my home (to check the answerphone feature on the phone wasn’t the cause of the problem I turned it off but it didn’t make any difference).

If I pick up and answer while ringing it myself the call connects. 

Thinking it must be my phone which was broken I tried an old plug in non-powered phone which still didn’t ring but did beep quietly and displayed a call was coming in on the screen when the landline was called.

I therefore bought a brand new DECT phone and have set up however, I still have the same issue with the brand new phone connected; when the landline is called the phone doesn’t ring. I have checked the volume of ringtone on handset and base is set to maximum and I have used the find phone function to check the sounds work. I have contacted the phone manufacturers and told them the problem I am having and they say it is not an issue with my handsets.

I have a Virgin Hub 2ac running in modem mode with the landline phone plugged into the wall socket not the router (as set up by the Virgin technician when installed). I have tried Panasonic DECT, Doro standard plug in and BT Essential DECT manufactured phones. 

Does anyone know what the problem is and how to solve it please? Thank you


Forum Team
Forum Team

Hi there @RB23 

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

I am so sorry that you are facing this issue with your landline, I have taken a look and I think it would be best that we arrange an engineer to take a look. I will pop you a Private Message so we can arrange this.

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.

Forum Team
Forum Team

Hello @RB23 

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

Joining in

Thank you to Ashleigh and Jason the engineer who came. 
If anyone else is experiencing a similar issue, they had to replace the Hub 2ac with a Hub 5 and this has made the phone ring for incoming calls again.

Hi @RB23 

Great to hear all sorted 🙂

I've popped you a further PM to discuss this as well.


Forum Team

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