Landline

[Gibbs62]

Hi my landline doesn’t appear to be working it says my line is ok, I changed my phone got new ones but still the same I cannot received or make calls, I have tried to phone virgin on my mobile phone but it’s hard to get throughout 

[David_Bn]

Thanks for your post on our Community Forums @Gibbs62, and a very warm welcome to you!

Sorry to hear of the issues with the landline services.

I've looked into the local area to see if there are any outages available, but none seem to be present.

Can you please confirm if you're connected to the phone line via the master socket?

Do you have any other pieces of equipment connected to a phone line via the extension sockets within your property?

Do you have a dial tone?

Kindest regards,

David

[Gibbs62]

Hi there is nothing no noise etc

[Gibbs62]

No

[Kath_F]

Hi Gibbs62, 

Thanks for coming back and confirming this for us. 

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,

[Gibbs62]

It’s all plugged in fine nothing seems to be a problem 

[Kath_F · Accepted solution]

Hi Gibbs62,

Thanks for coming back to via private message to confirm your information. 

I have booked you in for the next available appointment. To view this please sign in to My Virgin Media here: My VM. Once you log 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 a message to pass data protection and confirm the appointment details.

Just 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 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.

[Gibbs62]

I cannot get into my vigil app as no longer no password etc

[Kath_F]

Hi Gibbs62, 

Thanks for coming back to us on this. 

The account holder will receive a text message with the details of the appointment too. 

If they need to know this before receiving the text, they will need to contact us directly so we can reset the My VM details. They can either set up their own Forum username and post here or they can call 150 / 0345 454 1111. 

For security we can only reset the details with the account holder. 

Many thanks,