No Tone Help Please

[JPS1973]

Virgin, can you help please, our land line has no tone, and says no line. Its cordless and plugged into a wall socket. The Phone is working but cant call or receive calls as no tone.

Can you help please?

Thankyou

[Carley_S]

Hi @JPS1973
Welcome to the community

Sorry to hear you're having issues with your landline at the moment.

Can you confirm if you're phoneline is plugged into the main master socket, an extension?

How many pieces of equipment are connected to the phone line?

There are a few troubleshooting checks I will need you to perform to see if they are successful in resolving the issue. Can you: 

• Check the phone is seated in the base unit correctly & powered ON.
• Remove all other equipment connected to telephone sockets.
• Unplug the phone and check another phone directly into the main socket ensuring this is a VM socket and not one with a BT or Sky logo. If no alternative handset is available then ensure the original phone is plugged into the main socket with no other pieces of equipment being plugged in.

Let me know if any of these checks work at all, or if anything changes with the dial tone. 

[JPS1973]

Hi Carley

Phone is plugged into the wall socket, marked Telewest in the lounge as its always been, its been working on that for years now.

Its just one phone plugged into that socket

It been working on and off for last few days but now its just not working at all (no tone and says no line on handset)

[Carley_S]

Thank you for confirming this @JPS1973

Let's investigate this further and if needed I can organise an engineer to come and resolve if I am unable to do so. Please join me on private message so I can locate your account and pass account security. You can see your private messages at the top of the page, in the envelope icon. 

[Carley_S]

Thanks so much for joining me on private message @JPS1973 

I have now booked you a visit for your landline issue – you can check the date and time via your online account here. If you have any issues with accessing your online account or unable to see your visit, please do let us know and we’ll pop you a message to confirm.

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.