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mkeywood
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No dial tone and can't receive calls - how do I get support !!

How do i get support in a way that doesn't want to make me scream??

I have no dial tone on my home phone and it doesn't receive calls.

I have tried a different phone, no difference.

The tests online on VirginMedia all time out and don't run.

Five times I have rung, got through a bunch of questions and an automated thing saying testing my line then eventually says I have to ring back in 10 mins as it doesn't want to keep me waiting, and when I ring back it will pick up and tell me the results of the tests.

It lies !!

All five times I have started again, gone through the same hoops and got no further to getting any help.

How can I get help on this issue??

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MadSage
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Re: No dial tone and can't receive calls - how do I get support !!

I have the same issue. My parents live in the same street and their phone doesn't work either, so the whole street appears to be down. I ran the online test this morning, twice, and both times it reported there was no issue. Clearly this test needs to be improved. I didn't book an engineer because it isn't an issue with my equipment, expecting Virgin to notice the whole street was down. Since then, I've tried several times to run the test again and it times out.

This seems to happen every time we have heavy rain, like water is getting into equipment. My parents are so fed up, they are considering switching provider.

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MadSage
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Re: No dial tone and can't receive calls - how do I get support !!

Our phones have started working again this morning. Dried out I guess.

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Gareth_L
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Re: No dial tone and can't receive calls - how do I get support !!

Hello MadSage

Thanks for the update, 

Good news it is  back on again 

Sorry for any inconvenience this has caused you 

Gareth_L

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mkeywood
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Re: No dial tone and can't receive calls - how do I get support !!

Mine is still not working. Nothing. 
How do I get support as still get no joy trying to call. 😩😩

Gareth_L
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Re: No dial tone and can't receive calls - how do I get support !!

Hello mkeywood

Sorry to hear that the line is still down 

The support tool we use to check areas is playing up a bit this morning 

I will keep checking over the course of the day for you 

In the meantime have you checked here 

Gareth_L

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mkeywood
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Re: No dial tone and can't receive calls - how do I get support !!

Thanks Gareth_L,

Thanks for the link. Yes I’d checked that yesterday and today. It says phone is ok but trying to run tests just times out after a few mins. 

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Gareth_L
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Re: No dial tone and can't receive calls - how do I get support !!

Hello mkeywood

I have checked the arare and no faults locally 

This would indicate an engineer is needed to check the local cabinet 

So, I have booked the first engineer appointment we have available
You can check and reschedule this appointment through your online account if you need to
You can also cancel it if the fault has gone 
Can you please let me know how the visit goes 
Gareth_L

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mkeywood
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Re: No dial tone and can't receive calls - how do I get support !!

Thanks Gareth_L. Will do. 

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mkeywood
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Re: No dial tone and can't receive calls - how do I get support !!

Hi,

So I thought I'd try it and it's just started working again, so cancelled the Engineer visit.

Very random though, and down for over a week 😞

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