Phone line dead

[Harryse]

My landline is not working. No one can ring me and I can’t ring out. Also no dial tone at all. Tried a different phone and that’s the same. My neighbour plugged her phone into my socket and still nothing. I’m 85 and need my landline. Son has checked everything, and he says he has no idea as everything is plugged in properly etc. thanks. My broadband is working fine. 

[Carley_S]

Hi @Harryse 

Welcome back to the community forums 

Sorry to hear that you're landline is not working at this time. 

Can you confirm if you're phoneline is plugged into the main master socket, an extension or into the router?

How many pieces of equipment are connected to the phone line?

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.

Let me know if any of these checks work at all, or if anything changes with the dial tone. 

[Harryse]

Hello. Thank you. The phone line is plugged directly into the virgin wall socket. I only have broadband and landline phone. we have since tried another phone, and this two is also completely dead. 

[Carley_S]

Thank you for confirming this @Harryse 

We'll take a closer look and run some checks at our side. 
Please join me on private message so I can locate your account and pass account security. You can see your private messages at the top of the page, in the envelope icon or if you're using a smaller device, you can see your private messages by clicking on the Virgin Media logo at the top right and select 'Messages' from the drop down.