Report fault on landline frustration

[Birdy2]

my landline has been dead since last night, I have been round and round in the circular website ‘check status’ pages, rang the 0345 number, several times, there is a problem, there isn’t a problem,  it will be fixed by different times, which it isn’t or there isn’t a problem so no update to there might be a problem on 26 July. .... I just want to log a fault on my landline! It isn’t working.   I have done all the plug different phones in, check the socket, it’s definitely the line and not my phone. Please can this be reported and fixed. Thanks 

[Kath_F]

Hi Birdy2, 

Thanks for your post and welcome back to the Community. It's great having you here. I'm sorry to hear your landline is not working as it should be currently. 

In order to help look at this, there are a few checks we will need to go through with you. I know you've mentioned you've done a few but we just need to double check all have been completed. 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?
• When calling any number, do you get any tone?
• When receiving calls, does your landline ring at all?

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, 

[Birdy2]

Hi kath

i have plugged another phone in, that doesn’t work, there is only one wall socket, so no other socket to try.  The line is completely dead, no dial tone.  Thanks Birdy 

[Kath_F]

Hi Birdy,

Thanks so much for coming back to me so quickly on this. 

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]

Hi Birdy, 

Thanks once again for coming back to me so quickly 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]

Hi Birdy, 

Thanks for coming back again and confirming things are working now. 

I've cancelled the engineer visit but if you do have any further issues, pop back and let us know. 

Take care,