No Dial Tone on Fibre Home Phone

[brakespear]

We have had a home phone via cable with NTL/Virgin since 2006 with mostly no issues however recently we had been experiencing increasing difficulties with hearing anything due to large amounts of crackling intereference, which increased so much by this weekend that we though it may be due to our phone (which was a little old).

A new phone was purchased yesterday and tried, however  there is no dial tone at all on the line (having left the handset to charge for 15 hours). Did switch the old phone back in to check and the same there, absolutely no dial tone just empty air with same fairly quiet background crackling.

Have checked all the phone cables and all seem OK. Checked the cables coming into the house and can't see anything wrong there.

Have a Hub 4 for broadband but cannot connect the phone to that as the connector does not fit.

[Ayisha_B]

Hi @brakespear 👋

Welcome back to our Community Forums and thanks for your post. 

Sorry you're having some issues with the service. 

I'd like to look into this further so will pop you a PM now  📩

Speak soon!

[Ayisha_B · Accepted solution]

Thanks for confirming the requested details via PM @brakespear 
 

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!