New V5 Box - Phoneline is dead

[pripat]

I need help! An engineer! An adaptor! The phone line does not work and need the phone for doctors to call me. Please help me virgin media! Was working perfectly with the v3 box. 

[Megan_L]

Hi Pripat,

Thanks for posting this on our forums, I am sorry you've got this issue with your phoneline! 

I've checked your landline service on my side for any faults but no major issues are being picked up - But of course this doesn't always mean there isn't still an issue!

Could you tell me what you hear when you pick up the receiver please? 

Thanks,

Megan_L

[pripat]

Nothing. It is just blank noise. There is no dial tone but the phone rings when called. I think I need an adapter to plug into the new V5 box. What should I do? 

[Ayisha_B]

Thanks for confirming!

I'll be more than happy to help you further with this so will pop you a PM now to confirm some details and we can take it from there.

Speak soon 🙂

[Ayisha_B · Accepted solution]

Thanks for confirming the requested details via PM @pripat 😊
I've booked a technician for you to come out and have a look into the issue with your landline. You can find confirmation of the visit via your online account.

Please let me know if there are any problems with the date or time and I can look to reschedule this for you. In regards to the appointment there are some details you need to know about. 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 or cancel your appointment you can also 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.

Let us know how the visit goes!

[Ayisha_B]

@pripat, thanks for your PM 😊

You are very welcome- always happy to help. 

Keep us posted!

[Ayisha_B]

Thanks so much for the update via PM @pripat, glad to hear your phone line is now working 🙌

I can confirm you will not be charged for the appointment, so don't worry about that!

We have some useful here about the switchover you may find helpful.

If we can assist with anything else, just let us know. 

All the best!