BH14 landline not working since 18-02-22

[eejane]

Service status says no issues but landline not working since Friday 18 Feb--I have a dialing tone but nothing connects when dial out.

For incoming calls on friday there was a message saying was a problem but now goes straight to answerphone apparently.

Landline needed urgently to keep in touch with elderly relatives-not able to check they are ok in storm!!!

Please confirm there is a fault and that it is being fixed

thanks

[Ashleigh_C]

Hi there @eejane

Thank you so much for your first post to our community forums and welcome to the team! 

I'm so sorry to hear you are facing this problem with your phone! 

Can I just ask, is the phone plugged into the main socket? If so are there any other pieces of equipment plugged in here?

Have you been able to try another phone on the line at all? 

Thank you. 

[eejane]

Yes phone plugged in main socket.

Dont know what you mean about other things plugged in??? Just a single phone socket so only one phone plugged in.

Phone seems live ok as get dialing tone if I dial.

thanks

[Ashleigh_C]

No problem thank you @eejane

Have you been able to try another handset on the line at all? 

Thanks again.

[eejane]

tried an old handset--no difference.

[Ashleigh_C]

No problem thank you for clarifying. 

It would be best for us to get an engineer out to come and take a look at this issue. 

I'm going to send you a PM now so we can arrange this, please keep an eye out for the purple envelope in the top right corner of your screen alerting you to a new message received. 

Thank you. 

[Ashleigh_C]

Hello @eejane 

Thanks so much for your private message and confirming your address, I have now booked you a visit for landline issues – you can check the date and time via your online account here. If you have any issues with accessing your online account or unable to see your visit, please do let us know and we’ll pop you a message to confirm.

There will be no charge for this visit unless:
•    The technician diagnoses the faults as not being caused by our network/equipment 
•    The technician discovers that the fault or problem relates to your equipment
•    The technician discovers that the fault or problem relates to any system that we are not responsible for

The technician 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 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.

Thank you.