Virgin landline not working

[Fran9]

Unable to make outgoing calls ,  incoming calls the phone will ring but caller unable to hear us.   Tried a different phone and still the same issue - can you help please? 

[Paulina_Z]

Hi @Fran9,

Welcome back to our Community Forums! Thank you for your public post and I'm sorry to hear that you're having some issues with your landline service at the moment! 

Glad to hear that you've been able to test a different landline. Would you be able to take a look at our Landline Faults page to see if this can help identify and resolve the issue?

Do you have an active dial tone at all? 

Please let us know so that we can help further if needed.

Thank you.

[Fran9]

Yes active dial tone ,  but dial number nothing - we purchased a corded phone to check and same thing happens,  this has been since at least Sunday ,  checked our postcode online and no known faults 

[Paulina_Z]

Hi @Fran9,

Thank you for checking and letting us know. Have you taken a look at the Landline Faults page to see if this can help rectify the issue? 

Has this helped? Let us know so we can help further if needed.

Thanks.

[Fran9]

Checked everything other than taking the plate off,  I’ll try that tomorrow and get back to you 

[Paul_DN]

Hi Fran9,

Thank you for reaching back out, I was able to locate you on our system with the details we have for you and can see an issue and I will need to arrange a technician, I will send you an invite into a private chat, once received please click on the purple envelope to accept.

Regards

Paul.

[Fran9]

Replied to purple envelope 

[Paul_DN]

Hi Fran9,

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.
Regards
Paul.