landline

[Ceebee692]

My landline has not been working for at least the last 3 days. I have tried dialing 150 and 151 from mobile and all you get is that they will check and to phone back in 10 minutes. when i phone back it goes through the same procedure. I have tried going through the help online and it just goes around in a circle.

How do you report a fault with this company ?

[Paul_DN]

Hi Ceebee692,

Thank you for reaching out to us in our community and welcome, sorry to hear your phoneline hasn't been working for the last 3 days and that you haven't been able to contact us.

Were you able to run some diagnostic checks Via your Online Account?

You can also check if there are any known area faults effecting your Phone Line here.

Let us know how it goes and if you need any further support please reach back out.

Regards

Paul.

[Ceebee692]

Done all checks and still not working.

Tells me to phone and I have already tried that and ended up getting the run around ...we are checking phone back in 10 minutes and when I do phone back it tells me the same thing again and again

[John_GS]

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. 
Do you have any other pieces of equipment connected to your phone socket? This may include:
• Other telephones 
• Personal Computers 
• Faxes 
• Modems 
• Satellite TV digiboxes 
• Micro-filters 
• ADSL modem or router 
Thinking about the above, is it more or less than 3? 
• 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 the above fixes things.
Best,

[Ceebee692]

Nothing else plugged into phone line

I do not have another phone to try

existing phone is seated correctly and is charging

So what is next ?

[Carley_S]

Thank you for confirming and checking these steps @Ceebee692

As you are making calls from your mobile, I presume you do not have a dial tone at all on your landline. 

Please join me on private message so I can locate your account to investigate this further. You can see your private messages at the top of the page, in the envelope icon.

[Carley_S · Accepted solution]

Thanks so much for your private message @Ceebee692, I have now booked you a visit for your landline issue – 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 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.