No landline ringtone

[Timbothy]

My landline has no dial tone. My neighbour knocked and has the same issue. The status check shows no issue in our area HP23 but clearly there is a local issue.

[Vikki_M]

Hi Timothy,

Thank you for your post and welcome back to our community.

I am sorry to hear you are having some issues with the land line. 

I have taken a look at things from our side are no outages are showing for your area currently. 

When did this go down please?

Please pop back to me when you can. 

[Timbothy]

My neighbour discovered his line was down at 5 45pm and knocked when I returned from work at 6.10pm.

[Vikki_M]

Thank you @Timbothy

I have checked on our side again and there is still no outage showing for your area.

Are you able to try a different hand set please?

Could you also please check all connections are secure?

Please pop back to us when you can. 

[Timbothy]

Checked in both mine and my neighbours phone sockets with a brand new handset, which I purchased when I had a similar issue recently, which turned out to be an issue in the junction box in the Street. 

It would appear to be a localised issue as two houses nearby have the same issue. 

I assume I will be compensated for lack of service.

[Timbothy]

Still no ringtone on my incoming line. Check with new handset. Can you please advise on next steps.

[Kath_F]

Hi Tombothy, 

Thanks for coming back to us on this and I'm sorry to hear that you are still having issues despite trying another handset. 

We won't be able to fix this remotely so I would like to arrange for an engineer to come to take a look at this 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 Tombothy, 

Thanks for coming back to me via private message. 

I have booked you in for the next available appointment. To view this please sign in to My Virgin Media here: My VM. Once logged in, scroll down to Orders & appointments then click on View your orders. 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 another message to pass data protection and then confirm the appointment details.

Just to confirm, there will be no charge for this visit unless:

• The technician diagnoses the fault 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 that someone over the age of 18 is at the property for the time the engineer is there. If the appointment is unsuitable or if anyone living at your property has tested positive for Coronavirus, has been asked to self-isolate or has flu-like symptoms then please reschedule the appointment on the same link. If you do miss the appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment so it is important to reschedule if needed. 

Lets us know how the appointment goes. 

Take care.

[Timbothy]

I had a dial tone for about 3 hours last night and was able to make and receive calls, unfortunately at 7am this morning when I went to make a call I was back to square one. No dial tone or ability for calls. My neighbour reports same. Please can you advise.

[Zoie_P]

Hi Timbothy, 

Thank you for your reply 🙂

I am sorry to hear this, I can see Kath has arranged a tech appointment for you, how did this go?

Zoie