Virgin Landline phone not working, no dial tone

[Smartguy]

I’ve recently join Virgin Media and have broadband, a TV streaming box and Virgin landline phone, all of which have been fully functioning since joining. Today 23rd November my Virgin media landline phone has stopped working (no dialing tone). I phoned the landline from my mobile and received the message “Not been possible to connect your call please try again later”. My broadband and streaming box are still fully functioning. I checked the status of my installation on the Virgin media app which indicated that broadband, Tv streaming and phone are all okay, however, logging onto my hub 5 the status shows the Telephone as disabled. I have checked all phone connections to my hub 5 which appear to be okay. Can anyone advise me how to get my virgin media landline operational again. 

[Ashleigh_C]

Hi there @Smartguy 

Thank you so much for your post and welcome to the community forums, it's great to have you back here. 

I am so sorry that you have faced this issue after recently joining us. Can I ask if the phone is attached at the Hub or the wall? 

Have you had a number port set up at all?

[Smartguy]

Hi Ashleigh_C thanks for the prompt reply.

I can confirm that the phone is connected directly into the hub 5 and has been fully operational until today.

[Smartguy]

Also Porting of the landline from my previous broadband provider had been completed.

[Ashleigh_C]

Thank you @Smartguy for popping back to me.

Can I ask if you are able to try a pin hole reset? To do this push a pen etc into the reset hole and hold in for 60 seconds. This will force a full factory reset so if you have changed any WiFi details such as the password it will revert to the original but you can reset these again afterwards.

[Smartguy]

Thank for that suggestion Ashleigh_C

I’ve reset the hub 5 for 60 seconds as you suggested and reconfigured it for modem mode as I’m using may original router. Broadband and streaming is up and running as before. Unfortunately the hub 5 is still showing as ‘Telephone disabled’ and it’s still not working. 

[Ashleigh_C]

Thank you for trying this @Smartguy and I am sorry this has not resolved things. 

I'm going to pop you over a private message so we can take a closer look. I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.
 

[Smartguy]

Ash,

Thanks for your assistance in resolving my home phone issue, as requested I can confirm that my landline phone continues to function as required.

Thanks Smartguy

[Alex_RM]

Great to hear Smartguy,

Thanks for letting us know.

Alex_Rm