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phone not working

Just joined

Phone not working today. Is there a general outage? I've phoned in from my mobile and been around in circles, phoning back to hear the test report and finding there is nothing there. Do I need to put more details here to get a reply?


Forum Team
Forum Team

Hi ianc5

Welcome to the community. 

Sorry to hear you're having issues with your landline at this time. Looking at the systems at our side, I cannot see any outages raised for landline issues in your area. Do you have a dial tone at all on your handset? Or is it that you just cannot make/receive calls?

Here to help 🙂
Virgin Media Forums Agent


No dial tone on either phone. I've checked all the connections and can't find a fault. All was working fine yesterday and has done for years.

Can you confirm if you're phoneline is plugged into the main master socket, an extension or into the router?

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. 

Here to help 🙂
Virgin Media Forums Agent

Have checked all over and found a key connection was wrong. I think some mishievous hands may be to blame!

All solved!


Thanks for getting back to me @ianc5. Glad to hear that the issue was found and all is resolved for you. 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 :). 

Here to help 🙂
Virgin Media Forums Agent