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Phone not working - Neither it appears is VirginMedia

briancryer
On our wavelength

My house phone has stopped working. If I pick up the phone then I hear a beeping rather than a dial tone. If I try ringing my house phone using my mobile then it sounds like it is ringing, but the phones don't ring.

I have tried calling Virgin Media. Obviously I can't ring 150, but I've called their number on my mobile. This takes me to an automated system where it says it will check my phone and to call back in 10 minutes before hanging up on me (regardless of what option I then select), and when I call back it just repeats the same thing on me saying they will do a test and to call back in 10 minutes.

The website is just as bad. Check service status -> No Issues -> Still having issues -> Home phone -> Landline (https://www.virginmedia.com/help/landline) -> Fix your landline -> Can't receive calls -> Fix your landline -> Can't receive calls etc etc

Any suggestions on how I can contact VirginMedia and speak to a real person? Or even a support email address that get's responded to would be useful.

To be honest if it weren't that I prefer their broadband, then going elsewhere is looking quite attractive.

Brian Cryer
http://www.cryer.co.uk/brian
6 REPLIES 6

Kath_F
Forum Team
Forum Team

Hi briancryer, 

Thanks for your post and apologies to hear you're having an issue with your landline. 

In order to help look at this, there are a few checks we will need to go through with you. Can you let me know the following please:

  • Does the landline work if plugging a different handset into your socket?
  • If you don't have another handset, are you able to try your handset in another socket?
  • If your handset is plugged in to the back of your hub, can you ensure the adapter is plugged in correctly and reboot the hub?

If you can come back and let me know the answers to the above. It's possible we may need to get an engineer out to you so please ensure you come back to us here 🙂

Thanks, 

Kath_F
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


briancryer
On our wavelength

Hi Kath,

In answer to your questions:

  • Does the landline work if plugging a different handset into your socket?

No. I've also tried plugging directly into the master socket.

  • If you don't have another handset, are you able to try your handset in another socket?

I have a number of handsets, all give the same problem. I've only tried one plugged directly into the master socket, same issue.

  • If your handset is plugged in to the back of your hub, can you ensure the adapter is plugged in correctly and reboot the hub?

It doesn't plug into the hub. I gather that is coming, but hasn't reached me yet.

 

Thank you.

 

Brian Cryer
http://www.cryer.co.uk/brian

Hi briancryer, 

Thanks for coming back to me on this and for answering the questions. 

We won't be able to fix this remotely so I would like to arrange for an engineer to come to take a look at this for you. I just need to confirm the address to ensure we are booking the visit on the correct account. 

I have sent you a private message regarding this. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.

Thanks,

Kath_F
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


Hi briancryer,

Thanks for coming back to me via private message. 

I have booked you in for the next available appointment. To view this please sign in to My Virgin Media here: My VM. Once logged in, scroll down to Orders & appointments then click on View your orders. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit, please do let us know and we’ll pop you another message to pass data protection and then confirm the appointment details.

Just to confirm, there will be no charge for this visit unless:

  • The technician diagnoses the fault as not being caused by our network/equipment
  • The technician discovers that the fault or problem relates to your equipment
  • The technician discovers that the fault or problem relates to any system that we are not responsible for

The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.

Please ensure that someone over the age of 18 is at the property for the time the engineer is there. If the appointment is unsuitable or if anyone living at your property has tested positive for Coronavirus, has been asked to self-isolate or has flu-like symptoms then please reschedule the appointment on the same link. If you do miss the appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment so it is important to reschedule if needed. 

Lets us know how the appointment goes. 

Take care.

Kath_F
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


briancryer
On our wavelength

Thank you Kath.

That is brilliant 🙂

 

Having looked at my appointments, nothing is showing. I'm not going to worry about that because whilst the website is still saying everything is fine, having tried the "My VP app" that shows under Phone "we're investigating an issue in your area. F009976896 ..." with an estimated fix of 8.50pm this evening. So I'm going to take a guess that I wasn't the only one reporting a problem in my area. (I will keep an eye to see if the appointment appears, but I'm not now expecting it to.)

 

Thank you again for your help. It is so nice to know that someone (you) is listening and being helpful.

Brian Cryer
http://www.cryer.co.uk/brian

Hi briancryer, 

Thanks for coming back to me on this. 

It can sometimes take 24 hours for appointments to update on My VM. 

If a fault has been discovered in the meantime then the appointment may get cancelled. Keep an eye on the landline and if it starts working after the fault has closed, pop back and let me know 🙂

Many thanks, 

Kath_F
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs