landline problem

[racheljcraig]

I have had a problem with my Virgin home phone landline for the last few days. No one can call us - our phone does not ring. Calls cannot be made out from the telephone because there is no ring tone. 

I have checked all the options online from Virgin Media website about looking to solve common issues with landlines but the problem remains. Virgin seem to think that everything should be working fine because the landline status for both my Virgin Media account and the local postcode area are green. I have put new batteries in the handsets, checked the handsets, unplugged and plugged back in the main base handset unit. All cables seem fine.  

i]ve tried to report a fault via Virgin website and the options for Home phone / landline faults then gives 4 other options  - i try to select the one which says 'can't receive calls' and it doesn't work. It throws you back to the start webpage again!  Going to consider all my options of how else to contact Virgin and if i can't manage it in next day then i'll be leaving them! 

[Zach_R]

Hi @racheljcraig,

Thank you for your post and welcome to our community forums. We're here to help.

I am so sorry to hear that you've been facing some issues with your landline service recently and that your efforts to resolve it sadly haven't helped. I've checked our systems and though it appears there is a known intermittent issue with TV and broadband services that we're working on, I can't see anything that would impact your landline services.

Have you been able to test a different handset to eliminate this being an equipment problem?

Thanks,
 

[racheljcraig]

Thanks Zach - yes we've tried alternative handsets as we have a set of three but they are all fully charged and none of them work (to dial out) and no incoming calls are possible. 

You mention that you know about broadband and tv problems in our area - ironically we don't actually have those at the moment. 

I've spent a long time on mobile (another network) calling to see if can get fault reported and resolved and been told that it will be escalated to a second degree technician and hopefully fixed within 5 days !  Will try to stay optimistic 😉 

If it isn't who do i contact please?  the report a fault on landline options on your website don't work (can't select the option 'can't receive or make calls' because it kicks you back to initial webpage every time! ) 

thanks
Rachel

[Zach_R]

Hi @racheljcraig,

Thank you for expanding on the situation. I'm glad to hear that you were able to reach someone to raise this.

If the issues persist beyond the advised 5 days and you need further assistance, feel free to comment back here again and we can go from there.

Thanks,
 

[racheljcraig]

ok - thanks

[Zach_R]

Hi @racheljcraig,

You're welcome. Feel free to reach out to us if you have any other queries or concerns.

Thanks,
 

[larva_uk]

I have exactly the same problem. Landline has no dial tone and incoming calls apparently ring for the caller but nothing happens this end. Same problem with VM's totally worthless support website as well. That thing is a hot mess of non-functioning links and page loops back to where you started.

Eventually got through via mobile to an automated reply system which already knew the phone was down and then texted a link to the service checker page which cheerfully still thinks everything is green. I'm not confident any actual humans are looking at it.

[Zach_R]

Hi @larva_uk,

Thank you for your post and welcome to our community forums. We're here to help.

I'm so sorry to hear that you're also facing some landline service issues recently. I've taken a look on our systems and it appears there's a known landline issue in the area that we're currently working on, with a current estimated fix date/time of approximately 2:00pm today.

If the issues persist beyond the advised time, let us know and we can go from there.

Thanks,