Forum Discussion

1legmummy's avatar
1legmummy
Joining in
4 months ago

Service suspense - outgoing calls only

Our home phone is ringing when someone calls, but we are unable to make calls as it says service has been suspended.

just to confirm all payments upto date - no payments missed or late.

broadband and tv working.

is there something I should have done recently? I have been on chat - they can’t help. I have been unable to find a phone number. 
is this an easy fix?

  • Hi 1legmummy 👋

    A warm welcome to our Community Forums and thanks for your post. 

    Sorry to hear about the issues with your phone.

    I will be more than happy to assist you further.

    Will pop you a PM 📩  now and we can take a closer look into this.

    Hope to hear from you soon.

    • 1legmummy's avatar
      1legmummy
      Joining in

      Hello this is fine thank you. Is it. Possible for them to connect or extend to another area same room? while they are here?

  • Thanks for confirming the requested details via PM 1legmummy 

    I've booked an engineer for you to come out and have a look into the issue with your landline. You can find confirmation of the visit via your 👉online account.

    Let me know if there are any problems with the date or time and I can look to reschedule this for you. In regards to the appointment there are some details you need to know about. There will be no charge for this visit unless:

    •The engineer diagnoses the faults as not being caused by our network/equipment 
    •The engineer discovers that the fault or problem relates to your equipment
    •The engineer discovers that the fault or problem relates to any system that we are not responsible for

    The engineer 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 or cancel your appointment you can also 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.

    Let us know how the visit goes!

    • Ayisha_B's avatar
      Ayisha_B
      Forum Team

      There is a £25 charge to relocate the equipment. 

      If you are happy to proceed, we can get it booked in.

      • 1legmummy's avatar
        1legmummy
        Joining in

        Yes please will they be able to do it during tomorrow’s appointment?