Adaptor and no dial tone

[Seals74]

I’ve been told to plug in the new phone adapter on the 16th November as my old line will stop working. I have done so and I now have got no landline that works. I followed the instructions. No dial tone on the handset, dead. What’s going on please? Ridiculous.

[MOD EDIT: Subject title changed for clarity]

[goslow]

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@Seals74 wrote:

I’ve been told to plug in the new phone adapter on the 16th November as my old line will stop working. I have done so and I now have got no landline that works. I followed the instructions. No dial tone on the handset, dead. What’s going on please? Ridiculous.

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Is your original wall socket still working? Usual advice is to leave your phone plugged into the original telephone wall socket on switchover day. Once it stops working at the wall socket, the plug it into the phone socket on the VM hub and check for a connection. Sometimes the switchover can be delayed.

If no connection on either VM would need to investigate.

[Nathan_B]

Hi there @Seals74, welcome back to our forum and thanks for your post.

I'm sorry to see that you are having issues with your phone after the switchover has taken place. I have checked our system and can see this is something we will need to take a look at further for you.

I will send you a PM to confirm your details so this can be done.

Regards

Nathan

[Seals74]

Right!! I’ve had no phone line since the switch over on the 16th November. I need an engineer to come to have a look which is obvious! The last time a random appointment was made for me with no warning! I’ve live on my own and self employed. I can’t sit around for 4 hours in the day waiting.

An engineer needs to come and sort this when I’m home. Ie weekends!? Or after the 16th of December when I’m on leave for two weeks. Can someone sort this whilst giving me some warning please?

God knows how many calls about work I have missed whilst having no phone service! I will be looking for a discount on next months bill, it’s coming up to a month now with no phone. Help!!

I have no dial tone since the switch, I’ve tried restarting the hub and done everything correctly with the new adapter. 

thanks 

Marc

[Tom_W1]

Hi @Seals74, thanks for your post here in the Community, although I'm sorry to hear of your concerns raised here.

Before we look into arranging a technician for you, can you please try the landline when it's connected to the old-style telephone socket, rather than being connected to the Hub, just to make sure the old-style line isn't still active?

Many thanks

[Seals74]

• Yes I’ve tried that several times. Nothing in that old one either 

[Tom_W1]

Hi @Seals74 thanks a lot for your reply.

With this in mind, we'll possibly need to schedule a technician for you to get things fixed.

I'm going to send you a PM so I can look into this further for you.

Kindly expect the PM from me to arrive shortly, and respond directly when you can!
Many thanks

[John_GS]

Morning @Seals74

Thanks for providing us those details. We've sent this to the faults management team. The switchover has not happened so it should be working fine via the normal wall socket. It's not so they've been contacted. They'll contact you within 72 hours.

Best wishes,

[Seals74]

Thanks for your response, but with respect that is an absolute nonsense, on the 16th of November, I was told the switch over would happen. I followed the instructions with the adapter and put it in the back of my router. Nothing has worked since. Now I’ve had ti organise my phone set up and put it in the existing wall Terminal, as I told you before the old line system is not working either now. I’ve had a month with no phone with an elderly mum that needs to be able to contact me. What the hell is going on??  I need an engineer to be booked after the 16th of December when someone will be home!

[Lee_R]

Hi Seals74, thanks for getting back to us.

I am sorry to hear of any impact your loss of telephone is having on you or your family members.  I would like to take a closer look on your behalf. I am going to send you a private message. Please look out for the purple envelope in the top right of your screen. 

Regards

Lee_R