landline not working

[jamieeynon]

Hi, my landline has stopped working.

Please could someone contact me so that an engineer callout can be arranged?

many thanks 

[goslow]

Have you tried the automated service status number 0800 561 0061, via mobile, to check for any faults in your area?

[Ashleigh_C]

Hi there @jamieeynon 

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

I am so sorry to hear that you are facing this issue with your service and thank you again posting. Can I ask if the phone is connected at the wall or the Hub? If at the wall are you connected at a mains socket and how many other pieces of equipment are connected here? 

[jamieeynon]

sorry for late reply, only just remembered to check for a reply / message.

yes, I'm connected at a mains socket, we have the broadband cable also coming out of the socket. 

[Carley_S]

Thanks for getting back to us @jamieeynon 

Sorry, just a little confused with the response, are you saying that your landline is coming from the same socket at your broadband or does your landline come from a master socket or extension? 

Do you hear a dial tone at all?

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.  

[jamieeynon]

hi,

we have two cables which come into the house from outside and these go into a VM socket on the wall.

my telephone is plugged into this socket and is switched on but we don't have a dialling tone.

Also a white cable comes out of the socket at the bottom and goes into our WiFi router.

The broadband and TV are both working.

[Carley_S]

Thanks for confirming this @jamieeynon 

Please join me on private message so I can locate your account and pass account security. You can see your private messages at the top of the page, in the envelope icon or if you're using a smaller device, you can see your private messages by clicking on the Virgin Media logo at the top right and select 'Messages' from the drop down. 
 

[Carley_S]

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[Carley_S]

Thank you for joining me on private message @jamieeynon 

Glad we've been able to get something arrange for you today that will look to resolve this issue. 

Please keep us posted should you need and if you believe the issue to be resolved you can mark the thread as resolved by clicking the helpful answer given and this will show anyone else having issue that an answer was given and direct them to the post, alternatively you can just like or 'kudos' the post if it helped you. 

Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the community forums if needed :).