HELP & ADVICE
WLR / CPS GUIDE
Frequently asked questions about Wholesale Line Rental and Carrier Pre Select
What is the product?
WLR Wholesale Line Rental
This product provides you with the telephone line and calls that go over the Virgin Media network, but we rent the physical line from BT. So everything from your master socket to the exchange is owned and maintained by BT. If you have a fault you will report the fault to Virgin Media Business. We in turn will report the fault to BT; they will fix the issues and report back to Virgin Media Business. There is no need to liaise with BT - we will call and advise you directly.
CPS Carrier Pre Select
This product provides you with the calls over the Virgin Media network. You rent the physical part of your line directly form BT and you need to report faults to them directly.
If you have any fault other than the inability to make outgoing calls, you need to report this direct to BT on 0800 800 154.
Your phone has no dial tone
Plug in an alternative corded, working phone into your Virgin Media socket - leaving out any splitter devices or extension cables.
If the second phone works fine, it means the first handset is faulty. If it's one of ours, please contact the Faults Team on 0800 052 0800. If not, ask your telecoms supplier about alternatives.
Then use your mobile or another line to call 0800 052 0800 and our team will do their best to help you. We'll get to the bottom of it as soon as possible.
You have a poor quality line, or crackling sound on your phone
This could be a fault with your handset - plug in an alternative corded, working phone - leaving out any splitter devices or extension cables.
If the second phone works then the first handset is faulty. If it's one of ours, please contact the Faults Team on 0800 052 0800. If not, ask your telecoms supplier about alternatives.
You are not receiving calls
Try plugging the phone directly into the correct socket without any splitters or extension cables. Make sure that the power and the ringer are both on.
Check whether you have Call Divert set up. If you do, cancel the divert and retest. For instructions on how to cancel diverts, please see the user guide. If the problem continues, contact our Faults Team on 0800 052 0800 and we ll get it sorted.
Double check if the bill has been paid – it’s surprisingly common for mistakes and confusion to happen around bill payment.
You can't hear the other person, or the other person can’t hear you
It's worth checking the mute button - it could have been switched on by accident.
If not, it could be your handset. Try plugging a different phone directly into the socket, leaving out the splitter. If it works, you just need to replace the first handset. If it's one of ours call 0800 953 0180 and we’ll gladly replace it.
If a different handset doesn't work either, call 0800 953 2800 from another line (or your mobile) and we'll do our best to get you connected.
You can't make outgoing calls
Is call barring set upon your line? If so, contact Business Customer Services on 0800 052 0800 and we’ll lift it.
This could also be a fault with your handset so try a corded known working phone in the same socket (without a splitter). If the second phone works fine, it means the first handset is faulty. If it's one of ours, contact the Faults Team on 0800 052 0800.
If not, ask your telecoms supplier about alternatives.
Double check that your bill has been paid? There may have been some mistake or confusion, so if you need to pay please call 0800 052 0800 selecting the option for billing or customer services.
If trying the above has not worked but you do have a dial tone, please dial 1280, and then any number that you would usually dial, such as your home or mobile.
If you can dial out, then the issue is with the CPS, please contact the Faults Team on 0800 052 0800.
If you can’t dial out, the issue is with the telephone line. If you just have CPS from us then you will need to call BT directly on 0800 800 154, but if you also rent the line from us (WLR) then give us a call on 0800 052 0800..
You can't send or receive faxes
Plug a known working telephone handset directly into the line, leaving out any splitters. Try calling a line that you know is working. If you can dial out and receive calls, the fault may be with your fax machine.
If a different handset doesn’t work either, call 0800 052 0800 from another line (or your mobile) and we’ll do our best to get you connected.
You can't process payments on your PDQ machine
If the fault is on a line used for a PDQ machine, first make sure that the PDQ device is the only equipment plugged directly into the line. If it is and payments refuse to process, plug a known working handset direct into the line and try to call out. If you can't dial out the fault may lie with your equipment or payment authoriser. Our 24/7 fault desk will be glad to help on 0800 052 0800.
How do I stop unwanted, nuisance, malicious or withheld-number calls?
There are three types of unwanted calls you might be receiving:
- Unsolicited calls - Persistent calls from organisations, offering information you don t want. These calls are more than likely automated competition lines or marketing activity from other companies.
- Nuisance calls - Excessive amount of wrong numbers or calls at unsociable hours.
- Malicious calls - A call containing obscene suggestions, personal threats or abusive language.
People making these calls, often withhold their number.
How can I stop unsolicited calls?
You’ll need to register with the Telephone Preference Service (TPS). This will make sure your phone number isn’t made available to organisations that make this type of call. For more information or to register call the TPS registration line on 0845 070 0707, or go to www.tpsonline.org.uk.
For more information about TPS see Telephone Preference Service (TPS).
Need help with nuisance or malicious calls?
If you’ve been a victim of a nuisance and/or malicious phone call, please contact us (if you rent your phone line from us) or contact your phone line provider.
Note: It may be a criminal offence, under section 43 of the Telecommunications Act 1984, to make a malicious call.