No landline on home phone

[115BB]

No home phone line since mid evening y'day. Wgen we called customer service number this morning, said was checking but hang up and dial your virgin media number after about 10 minutes but goes right to our answerphone and no dialling tone. Any and all advice appreciated !!!

[Paulina_Z]

Hi @115BB,

Welcome to our Community Forums! Thank you for your first post and I'm very sorry to hear that you're having some issues with your landline at the moment and that you had a poor experience with our team.

Can you please take a look at our Landline Faults page to see if this can help identify your landline issue? Have you tried plugging in a different landline phone to see if this works, or if the issue is present on different handsets?

Are you able to make or receive any calls?

Please let us know so we can help further.

Thank you. 

[115BB]

Have tried all your suggestions already and not able to call or receive calls 

[Paulina_Z]

Hi @115BB,

Thank you for coming back to me about this. Sorry to hear that the online checks and suggestions did not help resolve your landline connection issue. 

I've taken a look at our systems and I can see some issues with your landline state on our side. In order to look into this further for you, I'll need to send you a Private Message.

Please keep an eye out for a purple envelope at the top right corner of your Forum page. I'll be in touch soon.

Thank you.

[Paulina_Z]

Hi @115BB,

Thank you for coming back to me via private message and confirming your details. I have now booked you a technician visit for your landline issue – you can check and amend the date and time of your appointment via your online account.

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.
Please keep us updated on how your appointment goes and if you need any further assistance.

Thank you.

[Paulina_Z]

Hi @115BB,

Thanks for coming back to me via Private Message! Glad to hear that you're happy with the new amended appointment time and date.

I've been happy to help. 🙂 Let us know how you get on and if you need any further help or assistance.

Thanks!