Phone dead.

[BT38]

A relatives land land line phone is faulty.There is only a loud crackling with no in or out calls possible.All sockets have been disconected but the main input socket.Different phones have been tried with the same result.The test socket in the main input box has been tried with the same result.A check of the post code (BL6 5SN) on the Virgin Media page says there is no fault on the line.This is a similar but not identical fault that happened a few months ago.Could you please help?The number of the faulty line is [REMOVED].Thank you.BT38

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[Kath_P]

Hi BT38, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear your relatives landline is faulty. This is something we can certainly check for you but in order to do that I will need to confirm some information with you first.

I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

Thanks, 

[Kath_P]

Hi BT38, 

Thanks for coming back to via private message to confirm your relatives information. 🤩

I have booked her in for the next available engineer appointment. To view this please sign in to My Virgin Media here 👉 My VM. Once you log in scroll down to Orders & appointments then click on View your orders. Please note it can take up to 24 hours to show but you should also receive a text message with the details. You can also view this in the My VM app. If you have any issues with accessing the account or unable to see the visit, please do let us know and we’ll pop you a message to pass data protection and confirm the appointment details.

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.

Let us know how the appointment goes. 😊

Take care.