Virgin Media Community

[ryushin]

my landline is not working no dial tone and cannot receive incoming calls. although the system says there is no fault. checked both handsets still no dial tone.

how do i report the issue.

[Paulina_Z]

Hi @ryushin,

Welcome to our Community Forums! Thank you for your first post and I'm sorry to hear that you're having some issues with your landline services at the moment! 

I've taken a look at our systems and I can see that there's an error showing on our side that could be the reason for your landline service issues.

I'll send you a Private Message to confirm a few details before we can assist. Please keep an eye out for a purple envelope at the top right corner of your Forum page. I'll be in touch soon.

Thank you! 

[Paulina_Z]

Hi @ryushin,

Thank you for coming back to me via private message and confirming your details. I have now booked you a technician visit for your landline issue – you can check and amend the date and time of your appointment via your online account.

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 keep us updated on how your appointment goes and if you need any further assistance.

Thank you.

[Paulina_Z]

Hi @ryushin,

Thank you for coming back to me and confirming that you're happy with your appointment. 

Please keep us updated on how you get on and if you need any further help or assistance. We're here if you need us! 🙂 

Thanks!