Landline

[Nick23]

Good morning

We have recently switched to Virgin Media and today noticed that our landline (which in fact is hardly ever used anyway) is not working the handset says "check phone line". I have unplugged and replugged the cable at the both the handset end and the hub end, I have also rebooted the hub but to no avail.  Anybody have any ideas?

Thanks

[Carley_S]

Hi @Nick23 

Welcome to the community forums

Sorry to hear you're having issues with your landline service at this time. 

Can you advise, how you have the phoneline connected into the hub? 

Do you have it connected directly into the TEL 1 port, do you have an adapter that connects the cable into the hub, or are you using an extension socket that is wired to receive connection from the router? 

Has the landline ever worked at at the home with this set up?

[Nick23]

Hi Carley_S

Yes there is an adaptor plug in Tel 1 port of the hub and then a cable from there direct to the handset - there is no extension socket.  This is how it was set up by your engineer.  It did work when the engineers did the installation, but I am not sure when it stopped working!

[Carley_S]

Thank you for confirming this @Nick23 

I have raised this with the team and they have tried a resolution for you. They will need to reboot your router. Is that okay to perform this action at this time? They'll need to reboot at their side rather than you, yourself rebooting. 

[Nick23]

Hi @Carley_S

Yes that's no problem.

[Carley_S]

Great thanks @Nick23 

They should do this now for you. 

Let me know if the reboot has resolved the issue and if anything has changed with the dial tone at all. 

[Nick23]

Hi Carley

The hub light flashed red for a few seconds and is now solid white again, but sadly the phone is still not working.

[Carley_S]

Ahhhh 😞
Okay, sorry we weren't able to resolve this remotely, we'll need a technician to attend to investigate further. 

Please join me on private message so I can locate your account and pass account security. You can see your private messages at the top of the page, in the envelope icon or if you're using a smaller device, you can see your private messages by clicking on the Virgin Media logo at the top right and select 'Messages' from the drop down. 

[Carley_S · Accepted solution]

Thanks so much for joining me on private message @Nick23 
I have now booked you a visit for your landline issue – 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 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.