Landline phone not working

[GrzegorzDe]

I had Hub 2 and the telephone was plugged into the wall socket. Almost every time someone called me from Skype, the phone stopped working and Virgin saw no malfunction. It ended with an engineer visit and repair. I was offered a Volt 2, got a hub 3, with the possibility of connecting a phone. My line is down again, my attempt to connect to Hub has failed. After entering the Hub settings, it turned out that the telephony was turned off. Not only that, the Virgin website has changed, I prefer automatic advice, which doesn't help, I can't call an engineer anymore. How to start telephony in Hub ??

[Tom_W1]

Hi @GrzegorzDe thanks for your post although I'm sorry you're having problems with your landline at the moment.

You have mentioned telephony isn't active on your new Hub 3, but that may be because your line hasn't been switched over to the fibre network yet so just in case, can you please try your normal telephone socket within your home to see if your landline works from there?

Many thanks

[GrzegorzDe]

First, I read the forum. I read that with frequent breakdowns of the telephone line, a good solution is to connect the phone to the Hub. I waited a few days after connecting the Hub, maybe switching the line to Hub is not automatic. True, the phone was not working before connecting Hub. After the last visit of an engineer, at his suggestion, I replaced the phone, and after a few weeks the line was not working again. When checking the service status, I have problems with the TV (which I can't see) ,the phone line is Ok (and not working)

[Tom_W1]

Hi @GrzegorzDe thanks for your reply. 

I'm sorry but I don't quite understand your above post, have you tried to connect your phone line into the main telephone socket as it's not clear from your recent message? 

To clarify, we have to force the changeover to the fibre network and if this wasn't done by the engineer visit previously, and you haven't received written communications about the changeover then you'll still be on the standard network.

Can you please take out your landline from your Virgin Media Hub, and connect it back to your older-style telephone socket within your house and let me know you get on?

Many thanks

[GrzegorzDe]

Hi

Sorry to answer today, just got back from work and being a driver is hard to write.                                                                                                                      The telephone is plugged into the old socket. I connected to Hub only to check, then checked Hub settings. After finding out that the Hub's telephony is disabled, I switched to the normal socket. I tried to order an engineer, unfortunately online it was impossible and trying to make a call requires waiting time, which I do not have at work.

[Ayisha_B]

Thanks for coming back to us @GrzegorzDe,

Do you currently have no dial tone? We have some troubleshooting steps here that you may find helpful - Why is my Virgin landline not working? 

Give that a go and if you still require further support, just give me a shout.

Thank you

[GrzegorzDe]

This is not the first time. This happens when someone calls me from Skype, Skype redirects me to that phone. Recently, an engineer was doing something on the line but suggested that the phone be replaced. I replaced the phone, it's new, it worked for a few weeks and nothing works again. There is no signal, I can't make any calls from that phone or call that phone. Service status is ok. It was the same before. I have a Hub with the possibility of connecting a phone, unfortunately, telephony is disabled in the Hub.

[Kath_F]

Hi GrzegorzDe, 

Thanks for coming back to us on this one. 

We're sorry this is still ongoing and the link Ayisha sent yesterday didn't help to resolve things. 

We won't be able to fix this remotely so I would like to arrange for an engineer to come to take a look at this for you. I just need to confirm the address to ensure we are booking the visit on the correct account. 
I have sent you a private message regarding this. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.
Thanks,
 

[Kath_F]

Hi GrzegorzDe, 

Thanks for coming back to me via private message. 

I have booked you in for an appointment on the day you suggested in your message. To view this please sign in to My Virgin Media here: My VM. Once logged in, scroll down to Orders & appointments then click on View your orders. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit, please do let us know and we’ll pop you another message to pass data protection and then confirm the appointment details.

Just to confirm, there will be no charge for this visit unless:

• The technician diagnoses the fault 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 that someone over the age of 18 is at the property for the time the engineer is there. If the appointment is unsuitable or if anyone living at your property has tested positive for Coronavirus, has been asked to self-isolate or has flu-like symptoms then please reschedule the appointment on the same link. If you do miss the appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment so it is important to reschedule if needed. 

Lets us know how the appointment goes. 

Take care.

[Kath_F]

Hi GrzegorzDe, 

Thanks for coming back to me via private message. Whilst we're not swapping any account sensitive information, we can keep the replies in the public space 🙂

We're aware some people may be having an issue with logging in however deleting any cache, cookies and browsing data usually resolves these issues. 

In terms of benefitting from the Volt offers for being both a VM and an O2 customer, as long as the both accounts are at the same address, you will be able to opt in to the benefits. To do this, log in to your online O2 account and opt in. 

You should be aware, if you're already on a V speed for your broadband then this means the speed is already boosted so you wouldn't get another boost. You'll only get this if you're on a M speed. 

Keep us posted on how the engineer visit goes. 

Thanks,