Phone switchover

[Raz1]

Our phone was meant to be switched over Friday but from Thursday our phone stopped working. We put the adaptor in and connected phone. It wouldn’t allow incoming or outgoing calls. We reset the hub and phone started working, within a few hours it stopped working again. Reset the hub again and started working again before failing again. Seems to be happening constantly, just had to reset again. How can we get the service working.

[Portery]

Your best bet is for you to ring customer service they may need to do some tests on the line. They will ask you have you tried using another phone because 21cv a phone must have a ren of 1 anything below that can cause them kind of faults a lot of old phones usually have a ren of 0.8 the agents can do a test and that’s a common fail is the ten of the phone.

[Molly_T]

Hi Raz1 👋 welcome to the community! Thank you for posting! Thanks also to the community for their support and advice so far regarding this. 
Sorry to hear your difficulties with the landline following your home phone switchover. Would you please be able to have a quick look at this leaflet 👉 Switchover_Migration_Leaflet.pdf (virginmedia.com) just to ensure you are set up correctly but that the issues you are having still occur?

You can also see more information regarding the landline switchover here 👉 Landline Switchover | Virgin Media Help. 

It would also be good to know if you have a dial tone when the handset stops receiving incoming / being able to make outbound calls? 

To offer further support with this we will need to take a look at the account, and get a technician booked out to you if needed! Please let me know about the above two questions in your reply to my PM. You can find it in the top right corner of the page in your Inbox 📩. We can return to this public thread with an update when possible!

All the best. 

[Raz1]

Is there a way for a callback with virgin media? Our phone line cuts off calls within 10 mins and we are unlikely to get the call answered within that time?

[Molly_T]

Hi Raz, if you can please read and respond to my PM we can continue to help via the forum. 

Please note sadly we don't arrange outbound calls or support via phone from the forum, we are a digital team. 

Thanks for understanding! All the best.