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CYD
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Activating call fowarding when home phone out of order

Engineer here today for 2.5 hours as phone line was crackling, now phone not working at all. He says I need new cable from box to house, but also need construction team as water board have concreted cables! Estimated date this to be done is 2nd July so no phone until after that. Tried to ring VM to get calls forwarded to mobile but the man I spoke to just kept telling me the engineer is with me see what he says, well he had left by then hence I know what the plan is but VM on telephone could not understand what I wanted, asked to be put thru to retentions as fed up with this, held on 10 minutes and gave up.(total length of time on phone to VM over last 2 days is over 2 hours)  Please can someone help escalate this/get my calls forwarded and get it so my landline becomes unobtainable for any callers as people will think I am just not answering as it rings there end.

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Re: Activating call fowarding when home phone out of order

Hi CYD,

 

Thanks for your post and welcome to the community.

 

I'm really sorry to hear there is an issue with your landline that is going to take a little while to fix. I can appreciate you would want to get the calls diverted so you can still receive them.

 

 I'll pop you a private message and we can certainly take a look to see what we can do.

 

Thanks

 

Melissa 

 

 

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CYD
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Re: Activating call fowarding when home phone out of order

Thanks to Melissa I now have my calls being diverted, Be warned other customers do not be fobbed off by VM tech support who told me it is not possible because my phone is out of order - as I got shouted at earlier on the phone by them.  Melissa you have made my day, thank you, thank you.

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Re: Activating call fowarding when home phone out of order

Aww I'm really glad we could get it set up properly for you 🙂 

 

Enjoy the rest of your evening now

 

Thanks

 

Melissa 

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Re: Activating call fowarding when home phone out of order

Melissa please please help me again - today engineer was booked to come to finally fix my phone - or so they told me.  I had several aborted attempts to get the date moved forward and each promise from VM never materialised, be it phone calls back or visits. I get home today to find phone still not working, it appears no one visited as box lid outside house is still off, as was left by last engineer.  No communication from VM and when I now look in my account there is a visit booked for 15th July!  They have not told me about this date nor why they have not come today. I have attempted to ring them (again) and was asked to hold on while they checked what was happening, after 30 minutes someone comes on the line and starts it all again, when I said I was waiting for someone to come back to me she hung up. So another 30 minutes wasted, I cannot get to speak to anyone it seems - help please. I cannot be another 2 weeks without being able to use my home phone. I was told I did not need to be home for todays engineer as the work is totally outside, thankfully I did not take a day off to be here.

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Forum Team (Retired) Tom_S
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Re: Activating call fowarding when home phone out of order

Hi CYD,

 

I am sorry to hear about your current situation, apologies for the delay in response. Have you been able to get any updates on this at all?

Due to the nature of this I have a feeling that the appointment has been rescheduled due to issues with the construction work that needs to be carried out before the engineer can go ahead with the follow up work to fix your services.

If that is the reason there isn't much we'd be able to do unfortunately as we're unable to make changes to construction rescheduling.

 

Thanks,

Tom_S

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Re: Activating call fowarding when home phone out of order

Thanks for your reply Tom - I have still not got any answers from VM despite phoning them several times - in total I have been on hold and speaking to them now for over 5 hours.  Yesterday I was promised a call back by a manager in the field support team twice, first time was supposed to be within 2 hours, after 5 hours I called again. That guy then said he would take a personal interest in my situation and ensure a manager calls me and if not he promised to update me by the end of the day probably 6pm - guess what  no call back. Today while I was out it seems some new cables have been run outside, no one told me they were coming of course, hoping that my phone may now be working but no it isn't.  I still have no idea what is happening and why it is all such a specialised job that is needed nor when it will be completed - if only there is some way to talk to someone who actually knows what is going on, but it seems no one is willing to speak to me. One of the people I spoke to said there is no documentation at all in my account about any work that has been done up until yesterday nor why the scheduled date has changed to the 15th July. The sooner I leave VM the better me thinks.

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Forum Team (Retired) Tom_S
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Re: Activating call fowarding when home phone out of order

I will send you a PM so I can take a look and see what we can do for you.

 

Thanks,

Tom_S

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