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No lane line

Joining in

I have no land line it has been like this for over a week, unable to call or receive calls the status shows as no issues and the over socket test also didn’t work either. Can u have a non premium number I can ring to report issue as I can’t use my virgin phone. 


Forum Team
Forum Team

Hi there Neil177, 


Thank you so much for your post and welcome to the community forums, it's great to have you here.


I am so sorry to hear that you are facing this issue with your landline.


Can I ask if you are connected at the mains or an extension socket? Are there any other pieces of equipment at this connection point? 


Have you been able to try another handset on the line at all?


Thank you.


it is connected to the mains and no other equipment is attached and yes tried another phone same issue, we have just changed our modem if that helps. 

Thank you for confirming @Neil177


I think it would be best for us to arrange for an engineer to come and take a look into this for us. 


I will pop you a PM now so we can arrange this, please keep an eye out for the purple envelope in the top right corner of your screen alerting you to a new message. 


Thank you. 

Hello again, 


Thanks so much for your private message and confirming your address, I have now booked you a visit for your landline – you can check the date and time via your online account here. If you have any issues with accessing your online account or unable to see your visit, please do let us know and we’ll pop you a message 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 My VM 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.


Thank you.