I have a fault with my Virgin home phone 

Last updated: June 7, 2018

Unfortunately from time to time you may experience an issue with your home phone. Most issues can be resolved by following some simple checks.

To find out which of our home phone zones you’re in just dial 1765 from your Virgin Phone. You'll hear a message telling you the right one. You can also refer to this handy phone user guide virginmedia.com/phoneguide

First, check our Service Status area where you can see known faults on the home phone network. You’ll also find straightforward tests that’ll check for faults on your home phone. If we find an issue we can't fix automatically, we'll let you know what will happen next.

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.

Next, you'll need to check your broadband service is working. Being a customer in the Purple Zone means you get your home phone service through your Hub 3.0. This means that issues affecting your broadband service may impact your home phone service.

See Troubleshooting your Virgin Media Hub for some checks you can do to make sure your Hub 3.0 is working.

There’s no dial tone

  • Check that your handset is plugged in the correct socket, please refer to the article Virgin phone sockets in the home. Your handset should be plugged into the socket marked Virgin Media (or NTL or Telewest in some cases)
  • Check that your handset isn’t faulty. Unplug the phone from the socket and try a different phone in the same socket. Remember to check any extension sockets that you have in the same way

If you’ve done this and are still experiencing the problem, there may be damage to the wiring or phone socket. Please contact us on 150 from your Virgin Media phone or mobile, or 0345 454 1111* from any other phone.

Your phone doesn’t ring or receive incoming calls

Try the following:

  • Make sure the ringer switch on the side of your phone is in the On position. It may have been switched off accidentally
  • Check your phone isn't faulty by trying another one in the socket. Check any extension sockets you have in the same way. If possible, take the phone to a friend’s or relative’s house to see if it works
  • If you subscribe to Call Divert, check calls aren’t being diverted immediately. You can do this by calling your Virgin Phone number from a mobile phone. For information about Call Divert, click here
  • If you use Call Barring, make sure you haven’t barred incoming calls. You can do this by calling your Virgin Phone number from a mobile phone. For information about Call Barring, click here
  • Check the combined REN (Ringer Equivalence Number) value of phones plugged into the circuit (main socket & any extensions) doesn't exceed 4. If you’re unsure, plug in one phone at a time to see what the limit is
  • Maybe there’s a known fault in your area. Check out our Service status area where you can see if there are any known outages on the broadband network, or if there’s a problem with your own telephone line

If you’ve done this and are still experiencing the problem, there may be damage to the wiring, hub or phone socket. Please contact us on 150 from your Virgin Media phone or mobile, or 0345 454 1111* from any other phone.

You can receive calls but cannot call out

  • Check your phone isn't faulty
  • Check you haven't activated outgoing Call Barring
  • Check your phone hasn’t been temporarily reduced to incoming calls because of late payment
  • Maybe there’s a known fault in your area. Check out our Service status area where you can see if there are any known outages on the broadband network, or if there’s a problem with your own telephone line

Checking the phone isn’t faulty

You can use the following methods to check the phone:

  • Unplugging the phone from the hub or socket and trying a different phone in the same socket. Also remember to check any extension sockets you have in the same way
  • Take the phone to a friend’s or relative’s house to see if it works

Checking you haven’t activated outgoing Call Barring

If you’ve activated Call Barring you might need to override it.

Checking your bill

It may be possible that your phone has been temporarily reduced to incoming calls only because of late payment.

If your bill hasn’t been paid, you might be unable to add new services to your Virgin Media package, or experience restricted access to existing services.

If you’re signed in to My Virgin Media, you can get some more information about your suspended account and make a payment online to restore your services. To do this, select the My Bills option from the menu.

If your account has been suspended you’ll see a message at the top of the page telling you why. For example, you might have insufficient funds to pay your bill.

You can use the Make a payment link to part pay or fully settle your account. It may take up to 24 hours from the date we receive payment for your services to be restored.

Still having problems?

If you’re having problems please contact us on 150 from your Virgin Media phone or mobile, or 0345 454 1111* from any other phone

You have a noisy or crackling line

What kind of noise is it? If it’s a stuttered dial tone, you may have a voicemail message. Try dialling 1571 to access your message. Once the message has been read and saved or deleted, the stuttered dial tone should disappear.

If you don’t have a voicemail message, but continue to receive a stuttered dial tone, you may have another feature in use. Please refer to the Phone User Guide for further features information.

For any other noise, such as a crackling line, you should check all the wiring around the phone (look for things like carpet grippers embedded in the hub or extension wire). Swap the phone for one that definitely works. Check out our Service status area where you can see if there are any known outages on the broadband network, or if there’s a problem with your own telephone line.

Free Voicemail isn’t working

Have you activated your Voicemail account? Check that you have activated the Voicemail service from your home phone by dialling 1571 and following the instructions.

The phone rings eight times only before going to Voicemail

If you have a digital cordless phone you might notice that it sometimes rings just eight times before going to voicemail, and there may be a delay in the caller display. This happens because you don’t get to hear the first two rings: the phone is busy with the information it needs to identify the caller. This is also the reason for a delay in the caller display appearing.

You can’t access voicemail messages

Your phone might not be set up correctly, or not switched to a tone setting. The switch is usually at the side or underneath the phone.

First, check our Service Status area where you can see known faults on the home phone network. You’ll also find straightforward tests that’ll check for faults on your home phone. If we find an issue we can't fix automatically, we'll let you know what will happen next.

You can also check how your Home Phone services are working when you’re on the move by downloading our handy My Virgin Media app to a compatible iPhone or Android mobile handset.

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.

There’s no dial tone

  • Check that your handset is plugged in the correct socket, please refer to the article Virgin phone sockets in the home. Your handset should be plugged into the socket marked Virgin Media (or NTL or Telewest in some cases)
  • Check that your handset isn’t faulty. Unplug the phone from the socket and try a different phone in the same socket. Remember to check any extension sockets that you have in the same way

If you’ve done this and are still experiencing the problem, there may be damage to the wiring or phone socket. Please contact us on 150 from your Virgin Media phone or mobile, or 0345 454 1111* from any other phone.

Your phone doesn’t ring or receive incoming calls

Try the following:

  • Make sure the ringer switch on the side of your phone is in the 'On' position. It may have been switched off accidentally
  • Check your phone isn't faulty by trying another one in the socket. Check any extension sockets you have in the same way. If possible, take the phone to a friend’s or relative’s house to see if it works
  • If you subscribe to Call Divert, check calls aren’t being diverted immediately. You can do this by calling your Virgin Phone number from a mobile phone. For information about Call Divert, click here
  • If you use Call Barring, make sure you haven’t barred incoming calls. You can do this by calling your Virgin Phone number from a mobile phone. For information about Call Barring, click here
  • Check the combined REN (Ringer Equivalence Number) value of phones plugged into the circuit (main socket & any extensions) doesn't exceed 4. If you’re unsure, plug in one phone at a time to see what the limit is
  • Maybe there’s a known fault in your area. Check out our Service status area where you can see if there are any known outages on the telephone network, or if there’s a problem with your own telephone line

If you’ve done this and are still experiencing the problem, there may be damage to the wiring or phone socket. Please contact us on 150 from your Virgin Media phone or mobile, or 0345 454 1111* from any other phone.

You can receive calls but cannot call out

  • Check your phone isn't faulty
  • Check you haven't activated outgoing Call Barring
  • Check your phone hasn’t been temporarily reduced to incoming calls because of late payment
  • Maybe there’s a known fault in your area. Check out our Service status area where you can see if there are any known outages on the telephone network, or if there’s a problem with your own telephone line

Checking the phone isn’t faulty

You can use the following methods to check the phone:

  • Unplugging the phone from the socket and trying a different phone in the same socket - Also remember to check any extension sockets you have in the same way
  • Take the phone to a friend’s or relative’s house to see if it works

Checking you haven’t activated outgoing Call Barring

If you’ve activated Call Barring you might need to override it.

Checking your bill

It may be possible that your phone has been temporarily reduced to incoming calls only because of late payment.

If your bill hasn’t been paid, you might be unable to add new services to your Virgin Media package or experience restricted access to existing services.

If you’re signed in to My Virgin Media, you can get some more information about your suspended account and make a payment online to restore your services. To do this, select the My Bills option from the menu.

If your account has been suspended, you’ll see a message at the top of the page telling you why. For example, you might have insufficient funds to pay your bill.

You can use the "Make a payment" link to part pay or fully settle your account. It may take up to 24 hours from the date we receive payment for your services to be restored.

Still having problems?

If you’re having problems please contact us on 150 from your Virgin Media phone or mobile, or 0345 454 1111* from any other phone

You have a noisy or crackling line

What kind of noise is it? If it’s a stuttered dial tone, you may have a voicemail message. Try dialling 1571 to access your message. Once the message has been read and saved or deleted, the stuttered dial tone should disappear.

If you don’t have a voicemail message, but continue to receive a stuttered dial tone, you may have another feature in use. Please refer to the Phone User Guide for further features information.

For any other noise, such as a crackling line, you should check all the wiring around the phone (look for things like carpet grippers embedded in the phone wire). Swap the phone for one that definitely works. Check out our Service status area where you can see if there are any known faults on the telephone network, or if there’s a problem with your own telephone line.

Free Voicemail isn’t working

Have you activated your Voicemail account? Check that you have activated the Voicemail service from your home phone by dialling 1571 and following the instructions.

The phone rings three times only before going to Voicemail

If you have a digital cordless phone you might notice that it sometimes rings just three times before going to voicemail, and there may be a delay in the caller display. This happens because you don’t get to hear the first two rings: the phone is busy with the information it needs to identify the caller. This is also the reason for a delay in the caller display appearing.

So, how can you fix this? If you want more time to get to the phone, just call us to set it up. The default is usually five rings but this can be extended to up to ten rings. Call our team on 150 from your Virgin Media phone or mobile, or 0345 454 1111* from any other phone.

You can’t access voicemail messages

Your phone might not be set up correctly, or not switched to a tone setting. The switch is usually at the side or underneath the phone.


*For details about how much it costs to call our team from a Virgin Media home phone, visit virginmedia.com/callcosts. Call costs from other networks and mobiles vary.

*For details about how much it costs to call our team from a Virgin Media home phone, visit virginmedia.com/callcosts. Call costs from other networks and mobiles vary.


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