Virgin Landline not Working

[Jivebunny]

I re-decorated an upstairs bedroom which had a telephone extension (see Photo 1), or I assumed it was an extension. This extension hasn't been used for years so I decided to disconnect it. I then noticed a few days later that nobody could call in on the landline and the caller receives a message stating, ‘we are unable to connect your call’.

As you can see from the photos, we have a virgin box and a BT Master box downstairs. I assume the BT Master Box is redundant as we are on the Virgin network, anyway I did test it regardless and received ‘we are unable to connect your call’.

I then tested the Virgin Box next to the BT Master with the test socket and again ‘we are unable to connect your call.

The landline was working perfectly ok until I disconnected the extension in photo 1. I can re-instate the box and reconnect it in the bedroom to see if I can get it to work again but as I don’t use this extension box I would rather keep it as it is.

Any advice on on how to get our landline working again would be apprecited.

 

[opps]

Image 2- the virgin box- I cannot see any extensions.

What happens in the bedroom if you reconnect 2/3/5?

 

[flameport]

Disconnecting has probably shorted one or more wires together.

Just removing wires would not result in a problem when calling in.

 

[Jivebunny]

Reconnected 2/3/5 and the same problem. Not sure whats going on as it was fine before disconnecting image 2 in the bedroom

 

[Jivebunny]

Disconnecting has probably shorted one or more wires together.

Just removing wires would not result in a problem when calling in.

Is there a fix if a short occurred or is this a call out to virgin.

 

[flameport]

Separate the shorted wires.

 

[Jivebunny]

Separate the shorted wires.

Theres no shorts from what i can see. Have taken them out splay them apart, cut the cable back a bit but same problem.

 

[Jivebunny]

Found that i can make outgoing calls but not incoming.

 

[sparkymarka]

Virgin issue ….

 

[opps]

Found that i can make outgoing calls but not incoming.

I am only guessing, but it sounds like a network issue. You only have two cores running in to the main box. Your secondary box had 3/6/5. One of those 3 only existed for the legacy "ringer".