Why is my Virgin landline not working?

• Make sure that your phone volume is turned up. And check if your phone has a ringer switch on the side, as this could be switched off.

• Your phone may be faulty so try another one in the Hub – same for extension leads.

• Check calls aren’t being diverted. You can do this by calling your Virgin phone number from another mobile phone.

• Check that you haven’t barred incoming calls. You can do this by calling your Virgin phone number from another mobile phone.

• There could be a known fault in your area, so check our Service Status Here you’ll be able to see outages on the network – or if there’s a problem with your own telephone line.

Note: If you’ve added ‘Anonymous Call Reject’, this will block callers who withhold their number.

• Your phone may have been temporarily reduced to incoming calls, because of a late payment. To restore your services and make a payment

• Check your bills by signing in to your My Virgin Media account.
  

• Use the ‘make a payment’ link to part pay, or fully settle your account. It can take up to 24 hours from the date we receive payment, for your services to be restored.
  

• Your phone could be faulty so try another one in the Hub – same for extension leads.
  

• If you’ve activated call barring, double check the number you’re trying to ring hasn’t been blocked.

Note: Certain phone numbers won’t accept your calls if you’ve set your phone to withheld.

• What kind of noise is it? If it’s a stuttered dial tone, you could have a voicemail message. Dial 1571 to see. Once the message has been played, saved or deleted, the stuttered dial tone should go away.
  

• Don’t have a voicemail message, but can still hear the tone? You might have another feature in use. Our Phone User Guide will help you.
  

• If the line is crackling, check all the wiring around the phone – look for things like carper grippers embedded in the cables or wires.
  

• Check our Service Status to see if there are any outages on the network – or if there’s a problem with your own telephone line.

Check it's fully charged.

Make sure they're not off the hook – and that all cords are plugged in and secure.

If it's just one number, it's probably a service problem. You can use our Service Status tool to see if there’s any known local issues.

This could mean there's something wrong with the line. Take a look at connection in area

It's probably the phone at fault, not your line. Sign in to My Virgin Media where you can order a replacement – or buy a new one.

1. First, unplug all phones and any equipment from your telephone sockets – make sure nothing’s left plugged in.
   

2. Now, plug a working phone (not cordless) into the main phone socket – it's usually where the phone line enters your premises. Try making a call from it – if you can make a call, the fault is probably with one of your pieces of equipment.

3. Plug your equipment back in, piece by piece, making a test call each time. This lets you identify which item is at fault. To fix it, have a read of your Phone User Guide

If you still can't make a call, you’ll need to test the wiring and sockets.

1. Unscrew the two small screws and slide out the bottom half of the face plate. You'll see a test socket on the right-hand side.
   

2. Plug your phone into the test socket and make a call. See if the line rings once and stops, or doesn't ring at all.
   

3. If you can dial out, the problem’s probably with your internal wiring. You can either fix this yourself, or contact the company that maintains your phones to do it – they'll charge, if you're not covered by a warranty.
   

If you can't dial out at the test socket, then the line is likely to be at fault. You'll need to report it to your telephone service provider, which could well be us.

Here are some check points to make sure your phones are in good working order.

1. Are they connected and charged?
   

2. Are they receiving power?
   

3. Is the volume turned up?
   

4. If you have a phone that uses batteries, check they’re inserted correctly, charged – and replace, if necessary.

• For the best connection, connect your phone directly into the main Virgin Media wall socket – and check you’re not using an extension cable.
  

• Check the connection is tightly connected, it will make a 'click' noise when connected perfectly.

If your virgin phone line is not working, There could be a network issue in your area – by signing in to your My Virgin Media account you can:

• Check for known issues local to you
  

• Run simple tests on your kit
  

• Find other useful step-by-step guides
  

• Book an engineer, if needed

These check points will help you to make sure your phones are in good working order.

1. Are they connected and charged?
   

2. Are they receiving power?
   

3. Is the volume turned up?
   

4. If you have a phone that uses batteries, check they’re inserted correctly, charged – and replace, if necessary.

• For the best connection, connect your phone directly into the main Virgin Media wall socket – and check you’re not using an extension cable.
  

• Check the connection is tightly connected, it will make a 'click' noise when connected perfectly.

• Make sure the Hub's power supply is firmly connected to the wall socket and back of the Hub.
  

• Turn the Hub off and on again, using the switch on the back.
  

• This can take 5 to 10 minutes to fully reboot.
  

• Once the white power light on the front of the Hub is solidly lit, you’re good to go.

There could be a network issue in your area – by signing in to your My Virgin Media account you can:

• Check for known issues local to you
  

• Run simple tests on your kit
  

• Find other useful step-by-step guides
  

• Book an engineer, if needed

These check points will help you to make sure your phones are in good working order.

1. Are they connected and charged?

2. Are they receiving power?

3. Is the volume turned up?

4. If you have a phone that uses batteries, check they’re inserted correctly, charged – and replace, if necessary.

To get the best connection connect your phone directly into the main Virgin Media wall socket and check you’re not using an extension cable.

Check the connection is tightly connected, it makes a 'click' noise when connected properly.