No landline dial tone for over a week

[DaveEagles]

I’ve had no dial tone on my landline for over a week.

I have just returned from a week’s holiday and it’s still the same.

I have run the check service thing and it says no problems in my area.

This has happened in the past and often gets fixed but it’s not a permanent fix and I am never told what the fault is.

[goslow]

---

@DaveEagles wrote:

I’ve had no dial tone on my landline for over a week.

I have just returned from a week’s holiday and it’s still the same.

I have run the check service thing and it says no problems in my area.

This has happened in the past and often gets fixed but it’s not a permanent fix and I am never told what the fault is.

---

Have you reported to VM by phoning in before you went on holiday (an important step to register for any VM compensation)?

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

[DaveEagles]

No, I didn’t have time before I went on holiday.

Not particularly bothered about compensation, I just want it fixing.

[goslow]

---

@DaveEagles wrote:

No, I didn’t have time before I went on holiday.

Not particularly bothered about compensation, I just want it fixing.

---

How does your VM landline connect - via a traditional telephone wall socket or from a connection on the back of the VM hub?

[DaveEagles]

It’s via a traditional socket, the router is in a different room

[Kath_F]

Hi DaveEagles, 

Thanks for taking the time to post about the issues you're having with your landline in the Community ⭐

We're sorry to hear you're having an issue with your landline not working. Taking a look at things this end, there are no open area faults affecting the landline services so this looks more like an individual issue. There are a few checks I will need you to go through. Can you let me know the following please:

• ➡ Does the landline work if plugging a different handset into your socket?
• ➡ If you don't have another handset, are you able to try your handset in another socket?
• ➡ When calling any number, do you get any tone?
• ➡ When receiving calls, does your landline ring at all?

If you can come back and let me know the answers to above, we can then look further into this for you. 

Many thanks, 

[DaveEagles]

Hi Kath,

I don’t have a second phone, I don’t have a second socket,There is no dial tone but you can hear a very faint hissing sound. When called from another number you get an engaged tone.

I have had this fault before, it usually occurs after a spell of bad weather, usually an electrical storm or heavy rain.

[Kath_F]

Hi DaveEagles, 

Thanks for coming back to us on this one so quickly. 

I think the best course of action here will be to arrange for an engineer to come to take a look at this for you. They can check things further and can even look to see if they can move you over to our new digital way of providing the landline for you.

I just need to confirm the address to ensure we are booking the visit on the correct account. I have sent you a private message regarding this. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.

Thanks,

[Kath_F]

Hi @DaveEagles,

Thanks for coming back to me via private message to confirm your information. 

I have booked you in for the next available appointment. To view this please sign in to My Virgin Media here: My VM. Once you log in scroll down to Orders & appointments then click on View your orders. Please note it can take up to 24 hours to show but you should also receive a text message with the details. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit, please do let us know and we’ll pop you a message to pass data protection and confirm the appointment details.

Just 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.

We will continue to monitor your services and if we can see that the fault has cleared and the visit is no longer required we will cancel the appointment and let you know by text and email.

Lets us know how the appointment goes. 

Take care.

[DaveEagles]

Hi this has now been fixed, I can only assume remotely.

It would be nice though to find out what the issue was and was the fix was, but please cancel the engineer.

Thanks for the assistance