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alexmcl's avatar
alexmcl
Tuning in
22 days ago
Solved

Telephone issue

I currently have two telephone numbers, with both phones plugged into my Hub.
My TV package ends soon, so I contacted VM via chat to get options. 
The package I was offered supposedly contained everything I have currently but on checking I noticed that "+1 Additional Line" was missing. When I queried this with the agent I was told that I could not have two lines. Even when I explained I already had two, and gave the phone numbers, I was still told I couldn't have two numbers at renewal.

This is the copy-and-paste from the transcript:

"the additional landline was proffitable for us only as you would be paying to us, but as we have no further availability, so we are unable to provide the services further. Otherwise, why I would not get you the addon service when you are paying for it."

Can anyone explain why I supposedly cannot have something that I already have? Thanks.

contract
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  • nodrogd's avatar
    nodrogd
    22 days ago

    If you want to keep the second line/number I would port it out to a VoIP provider. It will still plug into your hub via one of the Ethernet sockets, plus you won’t have to pay the £20 odd line rental like you do with VMs hybrid landline services. You only pay for usage.

10 Replies

  • John_GS's avatar
    John_GS
    Icon for Forum Team rankForum Team
    22 days ago

    Hi alexmcl 

    Thanks for posting and welcome to the community.

    I'll send you a PM now to assist further.

  • Anonymous's avatar
    Anonymous
    22 days ago

    It is quite possible that VM no longer offer a service with two separate lines, or at least they want to phase it out. Now new sign-up can't get it, but it continues to be working for existing customers.

    But, as soon as you re-contract, that option is no longer available. So you need to stay as you are, effectively for ever, or lose the second line.

  • nodrogd's avatar
    nodrogd
    Very Insightful Person
    22 days ago

    If you want to keep the second line/number I would port it out to a VoIP provider. It will still plug into your hub via one of the Ethernet sockets, plus you won’t have to pay the £20 odd line rental like you do with VMs hybrid landline services. You only pay for usage.

    • Client62's avatar
      Client62
      Alessandro Volta
      21 days ago

      One of the best moves we made was to port all 3 telephone lines from BT to Sipgate ( a VoIP provider ) and keep VM as broadband only.   We have control over the individual numbers and are not limited to one ISP or even to one building.

      • alexmcl's avatar
        alexmcl
        Tuning in
        21 days ago

        Thanks for your reply. Pardon my ignorance, but could you point me to an "idiot's guide" on how to do this? 

    • alexmcl's avatar
      alexmcl
      Tuning in
      21 days ago

      Thanks for your reply. Pardon my ignorance, but could you point me to an "idiot's guide" on how to do this? 

    • alexmcl's avatar
      alexmcl
      Tuning in
      12 days ago

      Many thanks for your suggestion. This is the route I've taken and it was simple to do.

  • alexmcl's avatar
    alexmcl
    Tuning in
    21 days ago

    Many thanks to everyone who replied. It's greatly appreciated.
    It looks like VoIP is going to be the way to go.
    I'm surprised VM haven't found a way to monetise this with a service of their own, actually ;-)