No line

[Barrseyowl]

House phone displays no line and there's no dial tone. This has been the case for about a week. Aside from this, Internet drops off constantly which affects WiFi on mobiles, cctv set up etc 

[John_GS]

Hi, Barrseyowl
Thanks for posting and welcome to the community. I am sorry to hear of the landline and broadband issues. I will start with the landline. No issues are showing when doing a system check. Are you plugged into the master socket? It will have a larger socket and contain a logo  of Virgin Media, NTL, Telewest or Nynex. Any extension sockets will be smaller and have no logo.
Do you have any other pieces of equipment connected to your phone socket? This may include:
• Other telephones 
• Personal Computers 
• Faxes 
• Modems 
• Satellite TV digiboxes 
• Micro-filters 
• ADSL modem or router 
Looking at the list above, is it more or less than 3? 
Finally, there are a few troubleshooting checks I will need you to perform to see if they are successful in resolving the issue. Can you: 
• Check the phone is seated in the base unit correctly & powered ON. 
• Remove all other equipment connected to telephone sockets. 
• Unplug the phone and check another phone directly into the main socket ensuring this is a VM socket and not one with a BT or Sky logo. If no alternative handset is available then ensure the original phone is plugged into the main socket with no other pieces of equipment being plugged in. 
In relation to the broadband, I have run a system check as well. Again no outages/service issues, your levels are all in spec and there's no issue with congestion or SNR (signal to noise ratio). If it's just WiFi, please try the Connect App - https://www.virginmedia.com/broadband/connect-app - when installed, you'll be able to do a WiFi scan in the property. This will check for any coverage blackspots, optimise them where possible and if a Pod is needed, prompt you to order.
Please keep us posted regarding both issues.
Best wishes,

[Barrseyowl]

I have not done anything different with the phone socket etc and have already checked base, handset and batteries. I have discovered that a lot of customers in my area have a dead line believed to be connected to Virgin changing over to plug into router system? The WiFi problem began when we installed the new hub last year.

The lack of phone line caused a big issue last week when I needed to call mental health crisis team and they me (I have evidence). Mobile phone call was not an option at that point so I am very keen to remedy the situation with the phone line in particular before another life threatening epidode occurs. 

[John_GS]

Morning Barrseyowl

Thanks for coming back to us. I am sorry for the personal situation and am keen to sort this. Thanks for answering my questions. Were you able to test a replacement handset?

We are doing a migration to 21CV for our landlines yes however, this is a phased migration. This isn't the issue you have as I would have spotted this straight away. We'll contact you way before the migration is due to be booked in don't worry 🙂

Let me know about the phone handset and we'll proceed further

Best wishes,

[Barrseyowl]

No I don't have a spare handset to try unfortunately

[John_GS]

No worries. I will send you a PM to get some details and get a tech booked.

Best wishes,