NO DIAL TONE ON LANDLINE

[HARR]

I have not had a dial tone on my landline since Sunday/Monday. Rang the appropriate phone number and apparently there is a local problem which is being worked on. (recorded message)

Now Tuesday and getting the same recorded message, but when I do a check on-line there apparently is no recorded problems in my area.

Confusing and have had no service for 3 days now.

HARR

[Reece_MH · Accepted solution]

Hi HARR,

Thanks for your post, and a warm welcome to our Community Forums.

I'm sorry to hear you're having problems with your Landline. I've taken a look on our side and it does appear there is a known outage affecting your service. I've popped the details below.

Fault Reference: F010367767
Fault Description: You might find that your Virgin Fibre, Voice and Virgin TV services are intermittent
Estimated Fix Time: 12 JAN 2023 13:00

Can you please also confirm whether your Landline is plugged into the wall socket, or the back of your Hub? If it is in the wall socket, please try to plug it into the back of your Hub in the "TEL 1" socket - you may need to use the adapter, which you should have received some time ago.

Cheers, 

[HARR]

Thank you Reece

Still no dial tone this morning, landline is plugged into the wall so will try your suggestion.  I was sent an adaptor last week but led to believe from the enclosed literature that I would be sent a message re date to change over which I have not received.

Will let you know how I get on.

Cheers

HARR

[Nathan_B]

Thanks for your reply, sorry to see you still have no dial tone. I have checked the status of this ticket and it seems like the estimated fix time has now been updated to 18/01/23 at 1pm.

Please do let us know if this adapter helps improve this for you though.

Regards

Nathan

[HARR]

Hi Nathan

Thank you for the update, success, I have plugged into the hub and the dial tone is back. 

The literature received with the adaptor specifically states that Virgin Media will let me know when to plug in the adaptor so was waiting for this, I have not yet received that communication.

As a service user, communication with virgin Media has also become extremely difficult, it took me several hours to figure out how to get my problem logged. IT competence it appears is vital and unfortunately not everyone is fortunate enough to have the level of competence required.

Thank you again and excuse the gripe.

Cheers

HARR

[Nathan_B]

You're welcome 😊 Glad to see that this adapter has helped resolve the issue.

Sorry that you did not get any notification of when to have this plugged in. Have you been able to check your email spam/junk folder to see if anything has been sent there?

Regards

Nathan