Landline Broken - Normal Support Failed

[essbeeross]

Landline not receiving calls. Can maybe make them, but it's crackling and sounds like it's in the distance. Been broken for at least a day.

We call 0345 454 1111 from mobile - Then get stuck in a loop of a 10 minute automated checkup that hasn't completed after an hour. Then no way to speak to anyone. To text support we have to install and setup whatsapp, that's not possible...

My elderly mother has no way of getting in touch to fix this. The only option is to force the automated system to put us through to support... where it'll cost us £20 waiting on hold.

[Carley_S]

Hi @essbeeross 

Welcome to the community forums. 

Sorry to hear you're having issues with your landline at the moment.

Can you confirm if you're phoneline is plugged into the main master socket, an extension or into the router?

How many pieces of equipment are connected to the phone line?

There are a few troubleshooting checks I will need you to perform to see if they are successful in resolving the issue. Can you: 

• Check the phone is seated in the base unit correctly & powered ON.
• Remove all other equipment connected to telephone sockets.
• Unplug the phone and check another phone directly into the main socket ensuring this is a VM socket and not one with a BT or Sky logo. If no alternative handset is available then ensure the original phone is plugged into the main socket with no other pieces of equipment being plugged in.

Let me know if any of these checks work at all, or if anything changes with the dial tone. 

[essbeeross]

Phone is plugged into master socket.

Only the phone is connected.

We've tried a different phone and there was no sound at all.

[Carley_S]

Thank you for confirming this @essbeeross 

Let's do some further checks at our side. Please join me on private message so I can locate your account and pass account security. You can see your private messages at the top of the page, in the envelope icon

[essbeeross]

Hey, I've been sitting waiting here for over an hour for a reply.

If you've got a crazy amount of people to service, maybe a quick copy and paste message to let people waiting know?

Or if replies usually take hours not minutes, maybe have the intro message say something about that?

Just sitting here kinda confused, and needing to get on with other things.

[Carley_S]

Hi @essbeeross 

Please be advised that it can take a few days for us to respond on community depending on our shift times and pattern. There might be times when your posts and messages are not responded to as the agent is not on shift, I can assure you that we will work to have any correspondences and replies to you as soon as possible. 

[Carley_S]

Thanks so much for joining me on private message @essbeeross  
I have now booked you a visit for the landline issue – you can check the date and time via your online account here. If you have any issues with accessing your online account or unable to see your visit, please do let us know and we’ll pop you a message to confirm.

There will be no charge for this visit unless:
•    The technician diagnoses the faults as not being caused by our network/equipment 
•    The technician discovers that the fault or problem relates to your equipment
•    The technician discovers that the fault or problem relates to any system that we are not responsible for

The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.

Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change your appointment you can do this online or via the MyVM app by 4pm the day before the appointment.

If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.

[essbeeross]

Thanks for setting that up.

There's nothing showing under 'My Orders and Appointments'. Could you send a message to confirm the time and date please?

[Carley_S]

Sorry to hear this is not yet visible on your online account @essbeeross 

I have sent you a private message which confirms the time and date of your appointment. You can see your private messages at the top of the page, in the envelope icon.