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Virgin Landline - Can't make outgoing calls

On our wavelength

I'm not able to make calls on my Virgin landline. I can receive calls, but every time I dial to make a call, I'm just put straight through to the Virgin Media helpline - whatever number I dial. I've checked the Virgin Media website and can't see that there are any problems in our area, but can't get through to speak to a real person at Virgin Media without holding for hours on end.


Tuning in

5 days later and still no reply or solution from Virgin, - I'll let other people draw their own conclusions about the quality of their support and service.

Hello again @HSV 

Thanks so much for your private message, I have now booked you a visit for your landline issue – you can check the date and time via your online account here. If you have any issues with accessing your online account or unable to see your visit, please do let us know and we’ll pop you a message 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 there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the My VM app by 4pm the day before the appointment.
If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment

Joining in

I am also unable to make calls on my landline and instead I am automatically redirected to a useless robot that tells me that there is nothing wrong with my phone line.

The Virgin Media website support page states that I need to connect my telephone to to my Virgin Media Hub but there is no such port on my Super Hub 2ac.

I hope this can be resolved quickly.

Forum Team (Retired)
Forum Team (Retired)

Hi, Yawgmoth.
Thanks for taking the time to join our help forums and for your first post here, a warm welcome to the VM community. 🙂

We're sorry to see you'e having issues with your landline calls at the minute, we'd love to do our best and help out.

From what you've advised we must have switched your area's lines to our fibre optics network, please have a read for more details on this process here.

In regard to the hub you're using (Super Hub 2AC) this is unfortunately not compatible with this service however I'd be happy to look into this and see into arranging a new hub to be fitted so you can make use of the line again.

To do this I'll send you a PM here soon, check the top right-hand side of our page to find a little white envelope.
Click on this and you'll see my message.

Forum Team

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