Sorry to hear about this and thanks for checking as much as possible
I am more than happy to take a look at this for you
I will need to send you a private message to pass security
If you can check the purple envelope top right of your screen that would be great
Problem now solved by converting phone to fully digital - from back of router. If you suffer from the "line cord error" problem and have a traditional phone socket, might be worth asking to get yours changed. Virgin engineer reported that this is how they do new installations anyway. Only minor risk is that the phone and broadband are on same "line" so if broadband goes down, so does phone.