landline down

[GB20]

Hello,

Have been with Virgin for number of years. My landline has suddenly stopped working. Went on the help pages and did all the trouble shooting. All i get is silence I still can’t phone out or receive calls or even get a dial tone. 

Can it be arranged to have an engineer to have a look please?

[Ashleigh_C]

Hi there @GB20 

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

I am so sorry that you have faced this issue with your phone line. Can I just confirm is the phone connected at a main or extension socket? Also how many other pieces of equipment are connected here? 

Is there a dial tone at all? 

[GB20]

Hi Ash

The phone is connected to a main socket.

No other equipment is connected here just the phone itself.

No dial tone at all, if we try to ring the number it immediately cuts off. 

[Ashleigh_C]

I'm sorry to hear that and thank you for letting me know. In this case I think it would be best for us to get an engineer out to help. 

I will pop you a PM across now, please keep an eye out for the purple envelope in the top right corner of your screen alerting you to a new message. 
 

[Ashleigh_C]

Hello again

Thanks so much for your private message and confirming your address, I have now booked you a visit for your landline – you can check the date and time via your online account here. If you have any issues with accessing your online account or unable to see your visit, please do let us know and we’ll pop you a message 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 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 My VM 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.