Switched to hub 5 for Internet now no dail tone on landline

[Metalcliff123]

As the title says we switched over to the new hub 5 from the hub 3 a few days ago now we don't have a landline for some reason , we havnt got the adapter to plug so line into the back of the modem so left the line as it was before . It was working but now doesn't 

Thank you s65 area of rotherham 

[Zach_R]

Hi @Metalcliff123,

Thank you for your post and welcome back to our community forums. We're here to help.
 

I'm so sorry to hear that you're experiencing some issues with your landline service recently. To confirm, do you have your landline plugged into the wall socket and not the router?
 

Thanks,
 

[Metalcliff123]

Yes it's still as it was before plugged into the wall socket and not the router

[Zach_R]

Hi @Metalcliff123,

What happens exactly when you attempt to use the landline service? Do you have a dial tone? Can you not make and/or receive calls?

Thanks,
 

[Metalcliff123]

No Dial tone at all just silence and we can not make or receive calls 

[Zach_R]

Hi @Metalcliff123,

Thank you for expanding. Is it possible to try a different landline handset at all? That way we can eliminate this potentially being an equipment related issue.

Thanks,
 

[Metalcliff123]

I tried that already   I plugged a old wired phone into the wall outlet but still same , no tone and can't make or receive calls

[Zach_R · Accepted solution]

Hi @Metalcliff123,

Thank you for giving that a try. So that we can take a closer look at what's going on for you, I'm going to send you a private message in a few moments. Please respond to this when you can and we'll proceed from there.

Thanks,
 

[Zach_R]

Hi @Metalcliff123,

Thank you for getting back to me so promptly via private message. As we discussed there, a technician visit has now been scheduled and booked for you.
 

I'm unable to confirm the date/time of the booking publicly for security reasons, but you can check and manage/reschedule if needed via your My Virgin Media online account.

Thanks,