Virgin Telephone Issue - "your home network has a few issues"

[highflyers108]

My phone line has often not been clear when I am making calls and receiving calls. I ran the network diagnostic tool when I accessed my virgin router settings. It reported 
"your home network has a few problems".

It shows that the issue is the telephone service. I connected the phone directly to the virgin socket but it made no difference. 

Can some one help me with this?

[Jodi_S]

Hi highflyers108,

A warm welcome and thanks for posting on our community forums. We're sorry to hear that you're experiencing issues with our landline.

Can we ask if you've been able to try another handset, just so we can eliminate the equipment. Also, if you can remove any other equipment attached to the line for example fax machines or modems.

Can you also confirm if you can hear crackling or noise on the line?

For more help and advice check the link here https://virg.in/fixlandline

Kind regards Jodi. 

[highflyers108]

Hi Jodi_S,

I don't have another phone to plug in. There are norther equipment connected to the line.

I cannot hear and noise or crackling on the line. however it is often difficult for us to hear the other person calling us clearly and vice versa.

Thanks

[Jodi_S]

Many thanks for coming back to me highflyers108,

Not to worry if you're unable to try another handset, we can still carry out further diagnostics for you.

I will pop you over a private message to take some details, please click on the purple envelope to accept the chat.

Kind regards Jodi. 

[highflyers108]

Just a quick update. Jodi & Adri from Virgin were really helpful in getting an engineer out to resolve the problem The engineer came today and replaced the router and changed our phone line to VOIP. It's all working fine now.
Thanks for all your help.

[Tom_W1]

Hi @highflyers108 thanks so much for your response here, that's great to hear! 

Thanks for taking the time to let us know, much appreciated.

Many thanks