Hi, unless you have what we call a DOCSIS account, your phone line and internet work separately. Which means they come through different cables. it sounds to me like you have a standard copper pair cable supplying your phone service from our cabinet. When a phone says "check phone line", it means you phone is not getting a dial tone from the phone socket where it's plugged in. There are several things that can cause this. The phone itself can be faulty(try another phone set, make sure the phone is plugged in to the phone socket and also connected to your electrical socket), the phone cable connecting the phone to the socket can be faulty(try a new cable if you have one), a fault outside. If you checked your phone and connection inside and you still can't get a dial tone on your phone, check the service status in your area here: https://my.virginmedia.com/faults/service-status
If there are no phone related faults in the area, you have to get in touch customer service to book a technician visit as one of us will have to come out and troubleshoot. I hope this helps, all the best and please stay safe 🙂
- Although I am a Virgin Media service technician, the responses given on here are from my personal experience in the field and should be taken as such -
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