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D_campbell5178
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No incoming or outgoing calls

I am currently unable to make or receive calls on my landline. I have no dial tone on my handset and if anyone attempts to call me if just goes straight to voicemail. I have checked my service status and it says everything should be fine. Unfortunately I have no other handset to try to confirm if it is my phone that has caused the issue. Can anyone suggest a way of confirming it's not an issue with virgin service before I go and purchase a new handset.

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Beth_G
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Re: No incoming or outgoing calls

Hi D_campbell5178,

 

Welcome to the Community Forum, thank you for your first post.

 

I'm sorry to hear that you currently have no dial tone on your landline. I have checked your account and can't se any known issues on our end, however you don't need to worry about having to get a new handset just yet - we'll be happy to arrange the appointment for you first.

 

If you're okay for us to book in an engineer appointment for you please just let us know and we'll get that arranged for you from here.

 

Kind regards,

 

Beth

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D_campbell5178
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Re: No incoming or outgoing calls

Thanks Beth,

 

Yes that would be great.  I was able to check my current handset at another property and it is working fine so there is definitely some sort of issue with the service.

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Zak_M
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Re: No incoming or outgoing calls

Thank you for coming back to us @D_campbell5178 

 

I have taken the opportunity to book the next available appointment for you, you can find this via your online account.

 

Kind regards,

Zak_M

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D_campbell5178
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Re: No incoming or outgoing calls

Engineer attended the property on Friday as arranged and was unable to fix issue. He stated that all my equipment was working fine and while in consultation with the faults team at Virgin confirmed that from their end there was no issue with service. Had been suggested that the fault is the responsibility of whoever provides the landline service but I was under the impression that was Virgin? He advised someone from Virgin would contact me to let me know what is happening but as if yet I have had no contact. I have tried to call from me mobile but was in hold for quite a longer period, at a cost to myself , without getting through to anyone. Is there any other information you can provide or arrange for customer service to call me on my mobile

 

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Beth_G
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Re: No incoming or outgoing calls

Hi D_campbell5178,

 

Thank you for the update, it is most appreciated.

 

I'm sorry to hear that the engineer was unable to resolve the landline issues for you during his visit. The fault has now been fed back to a specialist landline team who are continuing to look into this further for you. 

 

We should have some more updates on the issue for you tomorrow, so I will pop back here then once we know more.

 

I'm sorry for the inconvenience and frustration caused in the meantime; we appreciate your patience while we investigate this further.

 

Beth

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Beth_G
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Re: No incoming or outgoing calls

Hi D_campbell5178,

 

Just wanted to let you know that this issue is still under investigation and has been escalated with our Landline Time.

 

As soon as we have updates for you we will let you know.

 

Kind regards,

 

Beth

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D_campbell5178
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Re: No incoming or outgoing calls

I was contacted by someone from Virgin yesterday but unfortunately at the time of the call I was at work. The person arranged to call me back later that day so he could carry out some diagnostics on my line but as of yet he has failed to get back in touch with me. Have you any further information as to who this was as I would like to get this issue resolved asap.

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Lee_R
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Re: No incoming or outgoing calls

Hi D_campbell5178

Thanks for getting back to us.  I am sorry you were unable to take the call and you've not received a call back.  If you've not heard back by 5:00pm on Friday 26th February, please can you get back to us on this platform?

Regards


Lee_R

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D_campbell5178
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Message 10 of 13
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Re: No incoming or outgoing calls

Yes Lee I will certainly do that.  Unfortunately as of tonight I now also have an issue with my internet connection. My devices are able to connect to my hub's WiFi but there is no internet connection. I have tried both rebooting & resetting the hub with no joy and when I try to log on to the hub via the  192.168.0.1 address it just tells me there is an update in progress.

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