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Line seems dead - no way to test or report

Tuning in

Our line seems to have stopped taking incoming calls, or making outgoing ones.

I've plugged in a reliable basic phone to check. There's no dialling tone. Nothing happens when I ring a test number or try ringing our number.

I've logged into the Virgin Media site, checked service status and confirmed we are up to date on bills.

What would be really useful would be a way to report the fault.

The website just sends me round in circles.


Forum Team
Forum Team

Hi @StayHomeDad, thanks for your post here in the Community although I'm sorry to hear you're experiencing issues with your landline.

As you've tried a replacement handset, please allow me to send you a PM so I can look into this further for you.

Kindly expect the PM to arrive shortly and respond directly when you can!
Many thanks


Forum Team
Forum Team

Hi @StayHomeDad thanks for your replies via PM - I'm just taking this back to the public thread for now.

After running checks, I can't see any area faults but can you please confirm how your landline is connected?

Is it connected to your standard telephone sockets, or plugged into your Virgin Media Hub via the adaptor you may have been sent?

Many thanks


Standard socket.

I have not been sent any kind of adaptor.

Hi @StayHomeDad thanks for your reply.

Okay, this might be the reason in this case, if you've been migrated to the 21CV network - we did communicate this to all customers so I'm sorry if you didn't receive your communications and adaptor.

I'm going to come back to you via PM so please expect this shortly.

Many thanks


This is a problem!

The Hub is installed in our loft. Network cables run from the router to various rooms.

How are we supposed to plug a phone into our loft?


Base station in the loft, connected to HUB. 


Joining in

I have exactly the same problem with my landline, as does someone else on my street (in the CB6 postcode if that's relevant).

This happened once before on 30 October (starting some days prior to that, probably, until we noticed it) and we noticed again yesterday. The same neighbour had the same problem last time, so it seems like a problem in the local area.

In October I attempted the WhatsApp support on 07305 327112, where I seemed to get through to a real agent, but it was a Sunday evening and we didn't get very far.  The following morning it was fixed, so I wondered if simply reporting it helped.

This time I am trying the same WhatsApp support, but I get to "We don't have availability to accept any more message for faults at the current time."  As the original poster has suggested, the help pages on the website send me round in circles -- in particular, after checking the service status the "Still having issues?" link simply sends me back to a generic help section, with no actual "report a fault" feature.

There is the option to phone, but of course the landline isn't working so the free 150 number doesn't work.  I believe I checked last time that the 0345 454 1111 number costs money, and I have no desire to sit on hold for an hour simply to report a fault at Virgin Media's end.

What can we do?

Landline has just come back. (Ironically, I noticed as it was an incoming scam call saying "your internet service provider has been trying to contact you and we're about to cut you off"!)

I wonder if there will be any acknowledgement from Virgin Media this time that anything was indeed wrong and needed fixing?