No Landline

[Holdenshouse]

Hi,

Our landline has been crackling for a few weeks and over the weekend it has now dropped completely. I have unplugged all home phones from the main box, plugged in a phone directly into the virgin main phone box but still no line.

Any other things to check?

[Paulina_Z]

Hi @Holdenshouse,

Welcome to our Community Forums! Thank you for your first post and I'm very sorry to hear that you're having some issues with your landline at the moment.

Have you taken a look at our Landline Faults page to see if this can help identify and resolve your issue? 

I've taken a look at our systems and I can see that there is an SNR (Signal to Noise Ratio) outage that's active in your local area. However, this outage is only impacting TV and broadband services. The fault reference number is F010324739 and the current estimated fix time is showing as 13/12/22 at 14:40. 

Please check our Landline faults page to see if this can help. If you're still having issues, I'll be more than happy to investigate further.

Thanks! 🙂

[Holdenshouse]

Hi Paulina,

Yes I have tried the landline fault page as I thought it must be our side.

Unfortunately, the issue is not resolved. Unplugged all phones. tried two different phones in the main Virgin box and neither have a line/dial tone.

Can you please investigate further?

Also is there a way to forward the calls to my mobile while it gets resolved?

[Paulina_Z]

Hi @Holdenshouse,

Thank you for coming back to us about this ongoing issue. Sorry to hear that the online checks did not resolve this issue. 

You can take a look at our Call Forwarding page here for more information on how to activate this. However, you will need your landline to be active to complete this.  

I'll send you a Private Message to confirm a few details so I can investigate further. Please keep an eye out for a purple envelope at the top right corner of your Forum page. I'll be in touch soon.

Thank you.

[Paulina_Z · Accepted solution]

Hi @Holdenshouse,

Thank you for coming back to me via private message and confirming your details. I have now booked you a technician visit for your landline issue – you can check and amend the date and time of your appointment via your online account.

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 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.
Please keep us updated on how your appointment goes and if you need any further assistance.

Thank you.

[Paulina_Z]

Hi @Holdenshouse,

Thanks for coming back to me via Private Message. I do apologise that there are no sooner appointments available at this time.

Keep us updated on how you get on and if you need any further assistance. We're here if you need us.

Thank you.