Virgin Media Community

[Redjanet]

Hello,

I do not have a dial tone on my landline and I believe this has been the case since at least Friday the 15th of January. My mother has been trying to phone me since then on that line and has said that it doesn't even ring, which I confirmed is the case by trying to phone it from a mobile phone. I only found this out as I phoned her with my mobile. I have done all the service checks, unplugged and replugged it back into the mains and Virgin phone socket, but nothing. I have tried phoning the help centre, to no avail. Can someone help me please?

Many thanks.

[David_Bn]

Good Morning Redjanet,

Thanks for your post on our Community Forums and a very warm welcome to you!

Sorry to hear of the no dial tone you've been experiencing on the landline.

Has the dial tone returned today? Looking into the local area, it seems that there isn't currently an outage in the local area, however High Utilisation has been marked in the local area.

Can you please advise me if you're landline is connected to the hub, or via the phone line in the property?

Kindest regards,

David_Bn

[Redjanet]

Hello,

Thank you for your reply. There is still no dial tone today. The phone is connected via the phone line, in the Virgin phone socket, not the hub.

Kind regards,

Janet

[Redjanet]

Also, I tried to ring the number from my mobile phone today, but I just heard a beeping noise and then the call failed.

[David_Bn]

Thanks for coming back to me

Can you please advise me if you've been able to try an alternative handset to see if this could be the cause of the issue? 

Can you also ensure that the handset is plugged into the master socket, and not an extension?

Please also remove all other equipment (if any) from the phone line.

Kindest regards,

David_Bn

[Redjanet]

Hello,

Unfortunately I do not have a spare handset to test it with.

It is definitely plugged into the master socket and no other equipment is connected to the phone.

Kind regards,

Janet

[Redjanet]

Good morning,

I still do not have a dial tone today. Is this issue still being looked into? I would really like to resolve this as soon as possible.

Many thanks,

Janet

[David_Bn]

Good Morning Janet,

Thanks for coming back to me with an update

We have been experiencing a fairly big outage in an area not all to far from where you're located.

Looking into your account, it doesn't currently show the outage in your local area, so it's more likely it's a fault with your individual line that needs to be rectified.

I'd like to take a closer look into this for you, but I will need to pass data protection to discuss your account further.

Check out the purple envelope in the top right hand corner for a PM from me

Kindest regards,

David_Bn

[Redjanet]

Hi David,

Many thanks. I have responded to your PM.

Kind regards,

Janet