landline not working

[shallotman]

Good Afternoon, I am a pensioner and have no land line working, i have purchased a new telephone, with the same results, I have called Virgin Media and am told that line tests are being done and to call back in ten minutes, I have been calling back for over an hour with the same alter mated system cancelling the call after going through the options, Can anybody Help, I do not have a ceil phone, so the landline is my only means of contact with my family. My telephone wall socket is an original BT box. I hope someone can help. Thank You.

[John_GS]

Hi shallotman

Thanks for posting and welcome back to the community.

Sorry to hear of the phone line issues. I have done a system check and there are no outages/area issues that are seemingly causing this. You've mentioned it's plugged into a BT socket? This shouldn't be the case.

Are you plugged into the master socket? It will have a larger socket and contain a logo of Virgin Media, NTL, Telewest or Nynex. Any extension sockets will be smaller and have no logo. 

Please check that and let me know 🙂

Best,

[shallotman]

My sockets are the originals installed by BT long before Virgin came to Basildon, Virgin have never installed new phone sockets in my home, they are all the originals from BT. 

[shallotman]

Son managed to get through to a human being. Said hold on will check. twenty-five minutes later NOTHING. would have thought every so often some one would have said something. Doesn't say much for VIRGIN service. Sort of praying to a deity, This 89 yr old doesn't know what to do.

[John_GS]

Hi shallotman

Thanks for coming back to us. Sorry for the delay, we've had 2nd line support checking for you. You need a technician visit so I will send you a PM now to get some details and book this in

Best wishes,

[John_GS]

Hi shallotman

Thanks for joining me on PM and providing me the details needed to book the tech visit for the phone line not working. The visit will be available in your online account shortly - virg.in/myVM - where you can amend/cancel the booking if needed.
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
Please let us know how the visit goes, or if you need further assistance.
Best,

[shallotman]

Had technician call. Seems virgin are upgrading from the old copper line . Was no good taking it out on the technician. Would have been nice if I had been warned prior to this upgrade. Would have saved myself £60.

[Akua_A]

Thank you for the update @shallotman. We are glad to see the issue was resolved with our team. We do however apologise for any inconvenience caused by this issue. Please do not hesitate to contact us if you need any further help. 

Thanks,