No dial tone on landline

[brenda1874]

I have been contacting Virgin Media since 1st Sept because I am unable to use landline. They sent a technician to repair it but it still isn't working. Recorded message on phone says there is a problem in the area but the VM website says there is no problem. 

[Robert_P]

Hello brenda1874

Very sorry to hear of the landline issues experienced, we understand the concern this can cause and appreciate you taking the time to raise this via the forums. Welcome to the community.

From looking into the account we can see there is currently an area outage impacting landlines. It is under reference F010087479 with an estimated fix time of 12pm tomorrow (13th September 2022). Again, sorry for any inconvenience caused.

Rob

[brenda1874]

Yesterday I was told the outage would be fixed by 2pm today

[Robert_P]

We understand your frustration brenda1874, the engineers are working on fixing this as quickly as possible but sometimes the fault is more complex than originally anticipated which can delay the estimed fix time.

Rest assured we'll have this resolved as quickly as possible.

Rob

[brenda1874]

OK thank you for that. But this has been going on for nearly two weeks. And it was a waste of my time to wait in for a technician on 5th Sept to investigate my phone if it was already known that there was a widespread problem.

[Robert_P]

What did the engineer advise when they visited? Did they say what the issues was?

Rob

[brenda1874]

He said it was a problem with the connection between my building (a block of flats) and whatever it connects to. A box somewhere in the street? When he left I was able to call and receive calls to the landline with my mobile but there was still no dial tone. There is a lot of building work going on on the roof at the moment and he did wonder if it was something to do with that, but he didn't investigate further.

[Robert_P]

The engineers will be looking into this further Brenda and have you back up and running as quickly as possible.

Rob

[goslow]

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@brenda1874 wrote:

He said it was a problem with the connection between my building (a block of flats) and whatever it connects to. A box somewhere in the street? When he left I was able to call and receive calls to the landline with my mobile but there was still no dial tone. There is a lot of building work going on on the roof at the moment and he did wonder if it was something to do with that, but he didn't investigate further.

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Keep a good record of everything that has happened regarding the outage (dates, times, VM visits/explanations etc.)

Once your line is restored, make sure you receive the appropriate compensation for the outage

https://www.virginmedia.com/help/billing-and-payments/automatic-compensation

[Robert_P]

If you're still having problems tomorrow Brenda after the estimated fix time let us know here and we will take another look for you.

Rob