Adapter for landline

[MikeD4]

Hi 

My landline was disconnected on 12th Dec without my agreement. I've been waiting for 10 days for VM to send me an adapter to connect my phone to the hub as part of the crossover, but nothing yet. Apparently it's an RJ11, so could I buy one of these myself to speed things up? Sick of being without a landline now.

Thanks Mike

[Megan_L]

Hi MikeD4,

Thanks for using the forums to get this issue with your Landline looked into, I am sorry if this has been causing some frustration. I would be more than happy to look into this for you.

Could I ask if your landline has been disconnected due to your area going through the home phone migration, or has it been removed from your package by mistake? 

Thanks,

Megan_L

[MikeD4]

Hi Megan 

The landline was disconnected due to the migration and switch to digital in my area. VM sent a letter about the switchover on 3rd Dec but I didn't receive it until 13th Dec, and the disconnection date was the 12th Dec, so I couldn't do anything about it. The UK postal strikes obviously delayed the letter and VM assumed therefore that I didn't want the landline and disconnected me. In reality I do want the landline but realize that I need an adapter, is the RJ11 the right one to buy.

Thanks 

Mike

[Ilyas_Y]

Hey @MikeD4 thanks for the reply on the forums.

I'm sorry to hear no adapter has arrived 😞
I will assist you on this and get this sent out.
I will send a private message - watch out for the purple envelope inviting you in.

Kind regards,
Ilyas.

[Ilyas_Y · Accepted solution]

Thanks for speaking with us today @MikeD4.

As agreed - we have booked an engineer appointment.
Once completed, reach out to us to let us know how it went and if everything has been resolved.

Kind regards,
Ilyas.

[MikeD4]

So, on 28th Dec 2022 an engineer paid a visit to my home to sort out my telephone disconnection.

The engineer installed a new Hub 3, RJ11 adapter for the telephone line and still couldn't get a telephone connection from VM. He then suggested that I contact VM by webchat to get connected with the telephone and left my home.

Several webchats later I still don't have a phone so I agreed to a new contract without one, just M250bb and Maxit TV. I have a Contract summary sheet with all the details which shows this.

However when my contract was issued it still included a telephone line, Talk more evenings and weekend. I didn't agree to this new contract as I don't have a telephone line anymore. 

When I tried to contact customer support again they passed me onto customer relations via webchat, and after 40 minutes wait with no contact I decided that was enough and ended the call.

As VM disconnected my landline I cannot call 150 for free anymore to talk this through with someone, and now they can't even issue the correct contact.

I have the correct CSS details which I agreed to without a phone and also the incorrect contract details which includes a phone.

The problem is that customer support is very poor and disorganised.  

I have been a VM customer for 20 years and it's disappointing after all this time that I may be forced to switch to a more reliable supplier.

[Jodi_S]

Thanks for coming back to us MikeD4,

We're sorry to hear that your landline issues has still not been resolved, and that our retentions team have not removed your landline from your package.

We fully understand the fustration this situation has caused and understand your reasons for wanting to leave. Unfortunately, as this is is a new package deal and a contract change, this is not something we deal with from our community forums.

As retentions will be able to give you a better offer if your removing a service, you will need to contact out team again.

We appreciate you no longer have a landline with us to do this, so we would suggest using our WhatsApp messaging services on 0730 532 7112 or standard messaging on 0753 305 1809.

If you wish to contact our team, you can call 150/0345 454 1111, options 1,4 then 4 again.

Once again apologies for any inconvenience caused.

Kind regards Jodi.