Purple zone customers get their home phone service through the Hub 3. Before looking into any specific faults on your phone line - it’s best to run a test via Service Status. This will give you step-by-step help and cover lots of issues.

Cannot receive incoming calls
  • Make sure your phone volume is turned up. Also, check if your phone has a ringer switch on the side as this may be switched off
  • Check your phone is not faulty by trying another one in the Hub – same for extension leads
  • If you’ve activated Call Divert, check calls are not being diverted. You can do this by calling your Virgin Phone number from a mobile phone. Find out more here
  • If you’ve activated Call Barring, make sure you haven’t barred incoming calls. You can do this by calling your Virgin Phone number from a mobile phone. Read more here

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

 

Cannot make outgoing calls
  • Your phone may have been temporarily reduced to incoming calls because of a late payment. To find out more about how to restore your services and make a payment, click here.
  • Sign into My Virgin Media where you can check your bills and make a payment if necessary
  • 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.
  • Check your phone is not faulty by trying another one in the Hub – same for extension leads
  • If you’ve activated Call Barring, make sure the number you are trying to ring has not been blocked

Note: Certain phone numbers will not accept your calls if you have set your phone number to withheld.

 

Noisy/crackling line
  • What kind of noise is it? If it’s a stuttered dial tone, you may have a voicemail message. Try dialing 1571 to access your message. Once the message has been played, saved or deleted, the stuttered dial tone should disappear.
  • If you don’t have a voicemail message but continue to hear a stuttered dial tone, you may have another feature in use. Please refer to the Phone User Guide for further 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 cables or wires).