Landline Issue - Please Check Line Cord

[BaldEagle1]

Good Morning All

I had a VM Engineer visit last Thursday 25th to resolve a long standing Broadband issue (i.e. no internet) requiring 4 visits in total. Since this visit our landline phone (BT4500) has stopped working in that I cannot use it for outgoing or incoming calls and has a message saying "Please Check Line Cord". I have checked all the connections, removed and refitted the cord/cable, and completed a reset all to no avail. After working flawlessly since I bought the phone last year, it seems like an quite a coincidence to not be related to this latest engineer visit the other day.      

So could one of the Forum Team kindly investigate and if required arrange another engineer visit please?

Best Regards

Dave  

[Beth_G]

Hi Dave

Thank you for your post. I'm sorry to hear you've not had the best experience with your services recently, this must be quite frustrating for you.

I know you mentioned you'd checked all the connections, however can you please confirm that your landline is plugged into TEL port 1 and not anything else?

If you could please sign into your Hub settings page, you can check whether the landline service is showing as active.

To do this, you need to go to the URL 192.168.0.1 and enter your Hub's admin password. Once logged in, you should see the dashboard and your landline information should be on there.

Let us know

[BaldEagle1]

Hi Beth

The landline is plugged into the phone port on our inner lounge wall, not the TEL port 1 on our Hub 5 Router.

Having signed into the URL you suggested and entered the hubs password it states that the telephone is disabled.

Best regards

Dave

[Beth_G]

Hi Dave

My apologies, thank you for clarifying this for me.

Do you have no dial tone at all on the handset? We know the handset is only about a year old, but do you perhaps have another handset which you can try in the wall socket?

Don't worry about the landline showing as disabled via the router settings - this will only be relevant for VoIP landlines (ones that plug into the Hub).

[BaldEagle1]

Hi Beth

There is no dial tone and every time I press any key it comes up with the "Please Check Line Cord" message on the phones display. I do not have a spare handset to try in the wall socket.

To reiterate this only started after the 4th and most recent visit from a VM engineer last Thursday 25th

Best regards

Dave

[Beth_G]

Hi Dave

Thanks for coming back. That's no problem.

The next step would to be to arrange another engineer visit provided this issue isn't being caused by an outage, however this is something I can check for you via a private message. Look out for the envelope (if using a desktop) where I've dropped you a message 😊

[Beth_G]

Hi @BaldEagle1

Thanks for getting back to me with your details via PM.

I've gone ahead and booked in an engineer appointment for you.

There’ll be no charge for this visit unless:

• The technician finds that the issue isn’t due to our network or equipment, for example if it relates to equipment or other systems not provided by us, or it’s been damaged.
• You miss the appointment for any reason, or someone over 18 isn’t in at the time of the appointment.

Otherwise, the appointment would be free of charge.

The technician will confirm if a charge is applicable and a £25 Appointment Charge or a £25 Missed Appointment Charge may be applied to your account.

If you need to change or cancel your appointment you can reply to the SMS you’ll receive, or you can manage this through your My Virgin Media account up to 4pm the day before the appointment.
Let us know how the visit goes and if you need anything else 😊

[BaldEagle1]

Hi Beth

Many thanks for arranging this appointment and wishing you an enjoyable weekend.

Best regards

Dave

[Beth_G]

Hi Dave,

No trouble at all. Thanks very much - hope you do too 😊

[Weskin]

Good evening, have just joined the community to look up this identical issue! Like baldeagle1 our BT4600 is connected via an external socket and wiring: since a trio of engineers arrived on the 9th to lay a new TV/ broadband fibre cable thanks to chronic degradation the landline has stopped working and the phone displays an identical issue. Having used the 'bot' helpline twice AND speaking to a call centre contact, all three failing to resolve the issue, a ticket was put in for this and I was told there's an outage that should be resolved by late afternoon (today that is) but unsurprisingly it isn't so. I'm convinced that during the repair (it's been fine before that point) our phone connection was disturbed outside at the pavement 'pot' which, incidentally, we were told had been filled with rubble and they were arranging for another engineer visit because the original cabling had been placed in an open hole and not a proper 'pot' installation! Probably explains why so many around here are subsided now.

Yes like 'bald' I've checked and rechecked the phone itself without finding problems but don't have alternative points or phones to try out. Can you arrange a visit to look into this please or, best result, combine both to minimise disruption? I was offered a migration but this unit would only fit with an adapter so not sure if it's compatible (by coincidence we're expecting a hub4 to arrive next week which might complicate things even more?).

Hope this all makes sense for you, I'm not completely daft but am somewhat computer savvy and it all seems more than coincidental, so there may be a simple solution otherwise. Fingers crossed...

Regards Ian