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Reporting Phone Line Fault

Joining in

Have not had a landline connection for days now.

Connected to a wall socket - checked all equipment and it seems to be working but get no dial tone at all

Can't report on Web - phoned the help line from my mobile but it just keeps saying that it is checking for faults - never seems to report one way or other and can't get past that point in the process.

Can someone tell me how to report a fault....


Forum Team
Forum Team

Hi @Timoneer, thanks for your post although I'm sorry to hear of your concerns raised here regarding your landline not working.

I can certainly look into this for you and get a technician booked if necessary, you've mentioned that you're connected to the wall socket but is the master wall socket or an extension? 

Can you please also confirm if you've been able to try a different handset?

Please let me know and we'll take things from there.

Many thanks


Have three phones and they are all the same.

Only one socket

Hi @Timoneer thanks for your reply - okay I understand.

Please allow me to send you a PM so I can look into things further for you.

Kindly expect the PM from me to arrive shortly and respond directly when you can!
Many thanks


Forum Team
Forum Team

Hi Timoneer,

Thanks for coming back to me via private message to confirm your information. 
I have booked you in for the next available appointment. To view this please sign in to your Online Account, once you log in scroll down to Orders & appointments then click on View your orders. 
Just to confirm, there will be no charge for this visit unless:
The technician diagnoses the faults 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. 
Let us know how the appointment goes.

I am sorry but I have not been able to view the appointment on the website - when I follow your instructions (sign in to your Online Account, once you log in scroll down to Orders & appointments then click on View your orders) it says I dont have any orders?

The screen does say to "contact us" if your order does not appear and provides a hyperlink through to the Virgin Home page to sell me Broadband... this may be a broken link but renders the page useless to me.

How and where do I see the appointment time?