telephone-troubleshoots help telephone Virgin Media

No dial tone or crackling on the line.

Firstly check your telephone handset isn't faulty. We suggest that you do this by unplugging the phone from the socket and trying a different phone in the same socket. Also remember to check any extension sockets that you have in the same way.

If you have done this and are still experiencing the symptoms then there may be damage to the wiring or phone socket. Call our team on 0845 454 1111 and select the faults option, or dial 151 from a Virgin Media phone line if you can.

My phone is not ringing/receiving incoming calls.

Try the following:

• Ensure that the ringer switch on the side of your phone is in the 'On' position (it may have accidentally been switched off).
• Check that the combined REN (Ringer Equivalence Number) value of phones plugged into the circuit (main socket & any extensions) doesn't exceed 4.
• Check that your telephone handset isn't faulty by trying another one in the socket.
• If you subscribe to Call Divert check that you haven't activated divert immediately.
• If you subscribe to Call Barring please ensure that you haven't got incoming Call Barring active.

If you have done this and are still experiencing the symptoms then there may be damage to the wiring or phone socket. Call Customer Services on 0845 454 1111 or dial 151 for free from a Virgin Media phone line.

I can receive incoming calls, but can't call out.

Also check that your telephone handset isn't faulty and that you haven't activated outgoing Call Barring.

It may be possible that your phone has been temporarily reduced to incoming calls only because of late payment. If you feel this is likely please contact Virgin Media for free on 150 from a Virgin Media phone line or 0845 454 1111 from another phone line.

My Free Voicemail service doesn't work.

Have you contacted Customer Services to get this service added to your account? You are not automatically given this service.

If you have already done this then please check that you have activated the service from your home phone by dialing 1571 and following the spoken instructions. If you have done this and are still experiencing problems then please contact Customer Services on 0845 454 1111 or dial 151 for free from a Virgin Media phone line.

I can't remember my Call Barring PIN number.

Call Customer Services on 0845 454 1111 or dial 150 for free from a Virgin Media phone line for the PIN number to be reset.

I can't access messages on voicemail.

Your phone may not be set up correctly, or may not be switched to a 'tone' setting. Ensure that your handset is set to 'tone' which is normally at the side or underneath the phone.

About the Recall or “R” Button

The RECALL or R button needs to be pressed to use some features (eg, 3 way calling). Pressing this R button provides a 2nd dial tone. If this does not work, make sure the Selector switch is set to 'Timed' or 'Timed Break Recall' or 'T'. The other setting 'Earth' or Earth Recall' or 'E' is used generally for switchboards and does not work on Residential lines. The RECALL or R button should not be confused for the REDIAL button.

My call features have stopped working

We’ve recently made improvements to our Call Features and the way they work for our customers. In most cases you won’t notice any difference but in certain areas we’ve had to change the way that you use them.

To find out which user guide you’ll need to use for your new features please dial 1765 from your Virgin Phone. You will hear a message telling you which of our colour zones you’re in and then please refer to the new user guide here.