crackling noise on phone makes it unusable

[johnclement]

Hi

My landline has developed a crackling noise which makes it very hard to hear conversations and also means that people phoning cant hear me. I have checked wires and connections and tried a different phone in the socket but it does not help. How can I contact virgin and ask for an engineer to sort it out?

[Paulina_Z]

Hi @johnclement,

Welcome to our Community Forums! Thank you for your post, and I'm sorry to hear that you're experiencing some ongoing issues with your landline at the moment! I understand that this can be very frustrating.

Have you taken a look at our Landline Faults page to see if you're able to identify the issue? Please let us know how you get on.

Do you have more than three extension leads plugged in as well as the main socket at all?

Keep us updated, so we can help.

Thank you.

[johnclement]

I have been through the help pages and nothing helped and I only use one phone socket. Where do I go from here?

[Paulina_Z]

Hi @johnclement,

Thank you for coming back to me. I'm sorry to hear that the help pages did not help in this case! I would be more than happy to look into this issue further for you.

In order to do this, I will send you a Private Message. Please keep an eye out for a purple envelope at the top right corner of your Forum page. I will be with your shortly.

Thank you.

[Paulina_Z]

Hi @johnclement,

Thank you for coming back to me via private message and confirming your details. I have now booked you a technician visit for your ongoing noisy landline issue – you can check and amend the date and time of your appointment via your online account.

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 MyVM 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.

Thank you.