Search KB


Did you know?

If you get your services down a fibre optic cable you are a Cable user. If you get your services down a phone line you are a National user.


Help for Cable customers

Check your service statusCableNational


Why is my phone not ringing or receiving 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 outage 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.

Check your phone is compatible. For more information about the type of phone you need for our calling features, see What kind of phone do I need?

If you’ve done this and are still experiencing the problem, there may be damage to the wiring or phone socket. Please contact us.

Was this information useful?

Quick Access

Got a fault with your service?

We'll need to do a service check to diagnose and resolve the problem

Ask Jenny a question about Virgin Media services

Existing customer

Not yet a customer

Manage your account with My Virgin Media

Need to get in touch? Find out how to
Contact Us

Get help from others in the Virgin Media Help & Support Forum