If you're having problems with making or receiving calls, check the dial tone. Lift the receiver to your ear, but don't dial a number yet. You should hear a steady, buzzing/purring sound.
If you cannot hear a dial tone, check that the phone line hasn't been pulled from the socket accidentally or damaged. Moving furniture can sometimes dislodge or crush wires, and in some cases damp in the walls can cause rust or damage to the socket or wiring, which will affect the connection.
Check that there is no damage to the telephone. If you have more than one, try a different phone in the master socket. If you hear a dial tone with a different phone, the problem may be with your handset. You may need to repair or replace this.
Check your phone connections
If you are having connection problems, such as the line being cut off during a call, the sound being very faint, noise/interference on the line or other line quality issues, try to isolate the problem.
If you have more than one phone connected to your home telephone line, check that none of them are off the hook. Ensure any telephone or power cables are securely plugged in to the correct sockets, and if you have a cordless telephone make sure that any batteries are charged. If there are volume settings, make sure these are not turned right down, and that each phone is set to an audible, comfortable level.
Unplug all equipment from the phone line
Unplug all devices plugged into your phone line. These may include:
- Telephones, fax machines, computers
- Sky boxes, Microfilters for your broadband internet connection, ADSL modem/router
- Extension leads, adaptors/double adaptors
If you have one available to you, try plugging a working phone into the master phone socket. This is usually located where the telephone line comes into the premises.
If this has resolved the issue, then replace each piece of equipment one by one, checking the phone line each time to see if a fault occurs. If this reveals one of your pieces of equipment to be causing the problem, please contact the manufacturer of the faulty equipment.
Virgin Media Customers
Check out the Virgin media Service status area (available 24/7), where you can see if there are any known outages on the telephone network. You'll also be able to run some basic diagnostic checks on your telephone line to see if there's a fault there - and if there is, you can book an engineer online too.
Alternatively, you can test your home phone services by calling our automated phone service on 150 from your Virgin Media phone or mobile, or 0345 454 1111* from any other phone and select option 2.
* For details about how much it costs to call our team from a Virgin Media home phone, visit www.virginmedia.com/callcosts. Call costs from other networks and mobiles vary.