Forum Discussion

Leoxue's avatar
Leoxue
Joining in
2 years ago

home landline can't receive calls

My home landline can't receive incoming calls ,I can make a call out and  my broadband is fine .This happened after I called customer service to request them to active my call waiting service what I add on 01/11/23,but they didn't working until I called today. After they active call waiting , my landline can't receive incoming calls ,I don't konw if  it  something happened when they active call waiting .I did ring them, asked me unplug the cable and put back again several times, not working at all.I spent two hours to call 150 ,long waiting , not solve the problem, and phone be hung up.I called again , long waiting again and no answer anymore. Can anyone help me here ? 

  • Molly_T's avatar
    Molly_T
    Forum Team
    2 years ago

    Hi Leoxue 👋 welcome to the community! Thank you for posting. 

    Sorry to hear about these issues with your landline service! Along with the difficulties getting this sorted by phone. If you are using the broadband via Hub service, it is always worth just giving your hub a reboot to see if this resolves the issue? (If you haven't done so already!)
    I will also send you a PM to confirm a few account details so we can take a closer look and offer further support. 

    You can find the PM in the top right corner of the page in your Inbox. 📩 We can then return to this public thread with another update when possible. Thank you for your patience in the meantime!

    Wishing you all the best. 🌞

    • Leoxue's avatar
      Leoxue
      Joining in
      2 years ago

      Hi ,Hi, Molly .

       

      The problem hasn't been resolved yet .I still can't receive incoming calls .

       

      Could you please check again and chase up the technology team?

      • Molly_T's avatar
        Molly_T
        Forum Team
        2 years ago

        Hi Leoxue 👋 thanks for returning to the public thread to keep this updated too!

        I also received your message via PM outlining the same information and have continued to offer support via PM. 

        Just to keep the public thread updated - sadly the outage affecting the landline service has been extended. This is currently estimated to be fixed by Monday 04.12 at 12noon. 

        You can check for outage updates 👉 https://virg.in/service or by calling 📞 0800 561 0061. 
        We will continue to monitor your connection throughout the outage and any auto-compensation will automatically be applied where eligible, in line with our Auto-comp process. You can read more about this 👉 https://virg.in/autocomp

        I will continue to offer support via PM and return to this public thread again with further updates when possible. Thankyou for your patience whilst the team work on the local outage and get things resolved! 
        All the best. 🌞

  • Molly_T's avatar
    Molly_T
    Forum Team
    2 years ago

    Hi All 👋 Just returning to update the public thread. 
    Thanks to Leoxue for PMing with me 📩 really pleased to hear the landline is now working again!

    Hopefully the fault does not re-appear but if it does you can check for outage updates via 👉 https://virg.in/service or by calling 📞 0800 561 0061 or get back in touch with us here if you need further support. 

    Thank you for your patience whilst things were resolved! Wishing you all the best. 🌞