Virgin Media Community

[rthompson141]

Hi,

We have had no dial tone on our home phone approximately 24 hours. Can't phone out or receive calls. When we call our home phone from a mobile it will not ring and just cuts off. Have spoken to several call centre agents to no avail. Could we be booked in for an engineer visit please?

Thank you

[Zach_R]

Hi @rthompson141,

Thank you for your post and welcome to our community forums. We're here to help.

I'm so sorry to hear you're having some issues with your landline service at the moment. Can you please confirm what diagnostics and troubleshooting you've performed thus far in an effort to remedy this?

Thanks,
 

[rthompson141]

Hi,

Thank you for such a quick reply.

We have completed all online service tests and a call centre advisor checked for any local outages which there are none.

We have unplugged everything several times and still no joy.

Call centre advisor was unable to help other than checking local area.

Hope this helps

Thank you

[Zach_R]

Hi @rthompson141,

Thank you for expanding. Can you confirm if your landline service is connected to a wall socket, or through the router?

Thanks,


 

[rthompson141]

Hi,

It is connected through a wall socket

Thanks

[Zach_R]

Hi @rthompson141,

Thank you for confirming. Do you have any other landline handsets that you can test? This can help us to eliminate whether or not the issue lies with the phone itself.

Along with this, are there any other phone sockets in the home you can connect to and see if the issue is still present?

Thanks,
 

[rthompson141]

Hi Zach,

We have tried an alternative handset and phone socket and still no resolution.

If it helps, the screen on the handset says "line cord error please check"

Thanks

[Zach_R]

Hi @rthompson141,

Thank you for trying that, it's very helpful.

I'm going to send you a private message in a few moments so that we can acquire some additional details. Please respond to this at your earliest convenience and we can proceed from there.

Thanks,
 

[Zach_R]

Hi @rthompson141,

Thank you for your private messages.

Following our conversation there, I have arranged and scheduled a technician visit for you. We're unable to confirm when this will go ahead publicly for security reasons, however, you can check the date/time that this is scheduled for via your My Virgin Media online account and reschedule it to a more convenient slot if needed.

If you or anyone in the property exhibits flu-like symptoms or tests positive for COVID-19 in the interim, please reschedule accordingly.

Thanks,
 

[rthompson141]

Thank you Zak for all your help