HELP & ADVICE

PROBLEMS WITH MY PHONE

Sometimes things don’t work as they should do. For any phone issues, please check our FAQs below.

How do I deal with unwanted calls?

There are two kinds of unwanted calls:

  1. Unsolicited calls: persistent calls from organisations offering information you don’t want, often automated.
  2. Nuisance or malicious calls: an excessive amount of calls at unsociable hours, or calls containing obscene suggestions, personal threats or abusive language.

Depending on what you’re receiving here’s what you can do:


How can I stop unsolicited calls?

Simple. Just register with the Telephone Preference Service (TPS) to make sure your number isn’t available to organisations that make this type of call. Call the TPS registration line on 0845 070 0707 or go to www.tpsonline.org.uk.


How do I handle nuisance or malicious calls?

It may be considered a criminal offence, so get in contact with us if your organisation has been a victim of a nuisance or malicious call. We’re here to help.

My calls are being cut off

This could mean there’s a problem with your handset. Try a different phone from the same socket without a splitter. If this works, the first handset is faulty and you should contact your telecoms supplier. If it’s one of ours, contact our fault team and we’ll replace it for you.

 

If the second phone is getting cut off too, contact us and we’ll help you out.

I can't hear callers

This could mean there’s a problem with your handset. Try a different phone from the same socket without a splitter. If this works, the first handset is faulty and you should contact your telecoms supplier. If it’s one of ours, contact our fault team and we’ll replace it for you.

 

If the second phone is getting cut off too, contact us and we’ll help you out.

Callers can't hear me when I speak

Check your mute button hasn’t been turned on by accident.

 

This could mean there’s a problem with your handset. Try a different phone from the same socket without a splitter. If this works, the first handset is faulty and you should contact your telecoms supplier. If it’s one of ours, contact our fault team and we’ll replace it for you.

 

If the second phone is getting cut off too, contact us and we’ll help you out.

My phone has a poor quality line

If you’re hearing crackling sounds or your line quality just isn’t very clear, there may be a problem with your handset. Try a different phone from the same socket without a splitter. If the line sounds better, the first handset is faulty and you should contact your telecoms supplier. If it’s one of ours, get in touch with our fault team and we’ll replace it for you.

I can't get a dial tone

Try plugging another phone in the socket without a splitter. If you can hear a dial tone, your handset is faulty, and you should contact your telecoms supplier. If it’s one of ours, contact our fault team and we’ll replace it for you.

 

If there’s still no dial tone, grab your mobile and contact our team – we’ll get to the bottom of it.

I can't receive incoming calls

There could be three reasons for this:

1. Call divert
To check if your calls are being diverted to another number, press ✱#21#. If they’re diverted, and you’d like to cancel, simply press #21#.

2. The equipment
To see if it’s your equipment playing up, plug the phone directly into the correct socket without any splitters, making sure the power and ringer are both on. Now test with an incoming call.

3. Missed bill payments
Double check that your payments have gone through. If they haven’t, contact us so we can sort this out for you.

If none of the above steps have done the trick, call our fault team and we’ll get it fixed for you.

I can't make outgoing calls

There are three possible reasons why this is happening.

1. Call barring
You may have call barring selected, blocking you from making and receiving certain calls. If you think this might be the case, contact us now and we’ll remove it for you.


2. The handset
There might be a problem with your handset. Try another corded phone from the same socket without using a splitter. If this works, your handset is faulty and you should contact your telecoms supplier. If it’s one of ours, call our fault team and we’ll replace it for you.


3. Missed bill payments
Double check that your payments have gone through. If not, contact us now so we can sort this out for you straight away.


If you have a CPS (Carrier Pre-Select) or WLR (Wholesale Line Rental) service with us:

Check if the points above can resolve your problem. If not, dial 1280 and then any number you would normally dial, such as your home or mobile, in full. If you can dial out, the issue is with the CPS and you should contact our fault team.

If you can’t dial out, the issue is with the telephone line and you should contact BT directly on 0800 800 154. But if you rent the line from us (WLR), get in touch with our team directly

 

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STILL NEED HELP?

Talk to someone at Virgin Media Business, report faults or view our online support services.