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Markdb
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BT cordless phones stop working

Hi, I recommended Virgin media to my mum who is 84 and has poor hearing and mobility.  She already had a set of BT 4600 cordless phones which are less than a year old.  When the virgin engineer installed her hub a few months ago he connected her cordless phone through the hub.  The issue is every so often the phone stops working and I've found if I switch the hub off for a minute or so then back on, the phone starts working again.  It happened again tonight after switching on and off only 5 days ago.  She needs a reliable phone service as she is connected to an on call service where she wears an emergency pendant in case of a fall etc.   Is this cordless phone not compatible with virgin?  Is it worth her spending more money on a new cordless home if another brand or is this a virgin media problem?

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Re: BT cordless phones stop working

Cordless phone, not cordless home, lol

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Re: BT cordless phones stop working

Sorry to hear of the issues your Mum has had with her phone line Markdb.

 

Does your mother have an emergency back up unit installed in her home? At the point of sale, if our sales team flagged as a lifeline customer then this would have been installed. This is a unit that plugs directly into the Hub in case the broadband drops out.

 

Any phone should be compatible with this device, Could you confirm if your mother has one installed?

 

Thanks

Steven_L

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Re: BT cordless phones stop working

Spoiler
I'm not sure whether she has or not, what does it look like?  She's not happy at the moment, and it's my fault for recommending virgin.  (who I'm very happy with at my house)
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Re: BT cordless phones stop working

Thanks for coming back to me Markdb.

 

The emergency back up is a small unit that should be plugged directly into the back of your Mum's hub. It will be where the phone cable would go into the Hub, if your mum does have this the phone cable will be plugged into the unit and the unit in the hub.

 

Unfortunately I cant find an image with the emergency back up plugged in but this is what the hub will look like without this in. 

 

Image result for Virgin Media HUB 3 ports

 

 

Thanks

Steven_L

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Re: BT cordless phones stop working

Thanks Steven, I'll check when I visit tonight.

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Re: BT cordless phones stop working

Hello Markdb

Would you like me to have a look at this for you 

I will need to take some account details from you over a private message 

This way it will stop you tooing and throwing on here  

If you can check the purple envelope top right of your screen that would be fantastic

Gareth_L

 

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Re: BT cordless phones stop working

Thankyou

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Re: BT cordless phones stop working

My mum has an engineer booked for tomorrow am, but just for info, I couldn't see an emergency backup installed.IMG_20190617_212008553_resize_30.jpg

 

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Re: BT cordless phones stop working

Hello Markdb

Thanks for the heads up 

I have just checked the engineers schedule and can see 

The loss of telephone service was due to an outage in the area

This means that the engineer will not be attending today 

Regarding the back up system 

I am going to look into this now for you 

Gareth_L

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