land line socket

[Rosti]

Before I went on holiday at the beginning of June the Landline was working fine, but now it's completely dead, and I have been unable successfully to contact Virgin to find out why. I have now read through some of the same queries on here and realise that it may be the old BT wall socket or in my case an old TeleWest socket, yes thats how long I've been with them. I even bought a new phone thinking the phone had died. I believe by reading these post that there is an adapter so I can plug into the router, How do I get one and why didn't Virgin inform me? It's hard enough being a pensioner without Virgin making it harder. Please help.

[goslow · Accepted solution]

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@Rosti wrote:

Before I went on holiday at the beginning of June the Landline was working fine, but now it's completely dead, and I have been unable successfully to contact Virgin to find out why. I have now read through some of the same queries on here and realise that it may be the old BT wall socket or in my case an old TeleWest socket, yes thats how long I've been with them. I even bought a new phone thinking the phone had died. I believe by reading these post that there is an adapter so I can plug into the router, How do I get one and why didn't Virgin inform me? It's hard enough being a pensioner without Virgin making it harder. Please help.

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VM would (should) have notified you if you were due to be switched over to a phone connection from the VM hub. You may, alternatively, have a fault on your regular existing phone wall socket. As you have already tried another (new) phone, you will need the VM forum team to advise on your situation. Someone from the VM forum team should reply here shortly to help.

[Carley_S]

Hi @Rosti

Welcome to the community

Sorry to hear you're having issues with your landline at the moment.

Can you confirm if you're phoneline is plugged into the main master socket or an extension?

How many pieces of equipment are connected to the phone line?

There are a few troubleshooting checks I will need you to perform to see if they are successful in resolving the issue. Can you: 

• Check the phone is seated in the base unit correctly & powered ON.
• Remove all other equipment connected to telephone sockets.
• Unplug the phone and check another phone directly into the main socket ensuring this is a VM socket and not one with a BT or Sky logo. If no alternative handset is available then ensure the original phone is plugged into the main socket with no other pieces of equipment being plugged in.

Let me know if any of these checks work at all, or if anything changes with the dial tone. 

[Rosti]

The old telephone wall socket only supports one phone, our neighbour tried the phone in her BT wall socket and was able to get a dialling tone. The phone is plugged into the only socket a Telewest one, and no extension or other equipment. It is a basic new phone with no power on button, the other phone we tried are battery charged phones that are fully charged. The VM socket you are referring to is the pre Virgin Telewest socket that was installed 20 odd years ago, VM have never changed it when they became VM, and yes the phone plug is firmly push in. 

[Kath_F]

Hi Rosti, 

Thanks for coming back to us on this one and confirming that information. 

It looks as though we won't be able to fix this remotely so I would like to arrange for an engineer to come to take a look at this for you. I just need to confirm the address to ensure we are booking the visit on the correct account. 

I have sent you a private message regarding this. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.

Thanks,

[Kath_F]

Hi Rosti, 

Thanks for coming back to me via private message. 

I have booked you in for the next available appointment after the date you've requested. To view this please sign in to My Virgin Media here: My VM. Once logged in, scroll down to Orders & appointments then click on View your orders. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit, please do let us know and we’ll pop you another message to pass data protection and then confirm the appointment details.

Just to confirm, there will be no charge for this visit unless:

• The technician diagnoses the fault 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. 

Lets us know how the appointment goes. 

Take care.