No telephone service

[mel46]

No telephone service for 3 months since switch over.  Tried repeatedly to resolve with customer service but no progress, logged complaints are closed as ‘resolved’ but no resolution has been offered.  Also advised I may have lost my telephone number and if the service is restored it will be under a new contract and revised fee!

What happens to those without broadband?  Virgin Media do not seem interested.

[Jodi_S]

Hi mel46,

A warm welcome and thanks for posting on our community forums. We do apologise for al the issues you have experienced since the home phone switchover has taken place. This is not the service we are aiming to provide to any customer.

Can you just explain what issues you're experiencing? Do you now have any dialling tone at all or is it something else?

Can we ask if you have plugged your landline into the TEL 1 port on the back of your hub?

You do not need the internet to have the landline services with us as. We would install a hub so it would support the hew 21CV telephone system.

Please can you tell us a little more about the issues your facing so we can advise you further. 

Kind regards Jodi. 

[mel46]

Problems I am experiencing - I have no telephone service and have been advised it was disconnected.  There is no dial tone and cannot make or receive calls.  

Have I plugged my landline into TEL 1 port on the back of the hub - what hub?  I do not have a hub, No engineer has contacted me to arrange any installation I was simply disconnected with no contact whatsoever.  

[Jodi_S]

Thanks for coming back to us mel46,

You will currently have no dialling tone as you are still plugged in to your wall socket. You need to move your landline over to your internet hub. 

Your hub is your internet box, you would have had this installed when you first joined us if you had had a broadband service with us. You can check the link here to see what your hub looks like https://www.virginmedia.com/broadband/existing-customer-deals/hub.

Your telephone service is not disconnected, it is changing from the master socket on the wall to the back of your internet hub.

It will not affect your telephone number at all. You will only lose your telephone number if you do not wish to change over from the old service to the new as your line will become disconnected. 

Remotely checking the systems from our end, we can see that there has been internet usage, so you will have a broadband hub connection in your home. 

Kind regards Jodi. 

[goslow]

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@mel46 wrote:

Problems I am experiencing - I have no telephone service and have been advised it was disconnected.  There is no dial tone and cannot make or receive calls.  

Have I plugged my landline into TEL 1 port on the back of the hub - what hub?  I do not have a hub, No engineer has contacted me to arrange any installation I was simply disconnected with no contact whatsoever.  

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Were you a landline-only customer (or a landline+TV only customer) before the switchover happened?

If so, VM need to provide you with a VM hub for a telephone only connection via the hub post switchover.

[mel46]

As I have said - I do not have an internet hub - I do not have broadband service.

Your telephone service is not disconnected, it is changing from the master socket on the wall to the back of your internet hub. - fantastic if not disconnected but why have I been told it is and now have lost my telephone number of over 40 years?

[mel46]

Landline and TV service only.

VM need to provide you with a VM hub for a telephone only connection via the hub post switchover.- when is this likely to happen.  Has been 3 months since they disconnected the phone.  

[Reece_MH]

Hi @mel46,

Thanks for your post, and update on this. How are you connecting to the Forums to create your posts? As Jodi has mentioned, when running checks using your Forum details, there is a Virgin Media Hub registered to the connection you are using and after running further checks, this is a Virgin Media service, which is plugged in and is being actively used.

Have you previously been at a family member's, or friend's house when using the Forums?

Please can you check the main wall socket that comes into your property, where your TV is connected to, and follow the cabling? Your Hub may look like one of the following:


On the back of this, there will be a "Tel 1" and "Tel 2" port.

Cheers,

[Jodi_S]

Hi mel46,

Just a quick update, I have spoken to our 2nd line faults on your behalf who have called your mobile and left a voicemail message for you with what to do next.

If you are still struggling after the advice given from our 2nd line faults, we will book an engineer to attend and help you with this switch over. 

Kind regards Jodi. 

[mel46]

yes, I am struggling after receiving the voicemail.  The voicemail suggests the landline will be working and all I need to do is to plug into the router.   I do not have a router, I do not have broadband.