Check phone line: unable to make or receive phone calls
Grateful for some urgent support. I am receiving a "Check phone line" message on my home phone (connect to a socket, not hub4). The message has been there for the last 2 days.
I have tried to contact your helpline (as I cannot find your online chat feature), and have gone through the checks. Although the automated service says that I previously called to check my line, it repeatedly tries to check my line when I call back. Not reassuring at all!
Thank you for coming back to me about your ongoing landline fault. I'm very sorry to hear that the Landline Faults page did not help to resolve your issue and that you had no active dial tone at the moment.
I'll be more than happy to investigate this issue further for you via Private Message. Please keep an eye out for a purple envelope at the top right corner of your Forum page. I will be in touch soon.
Thank you for coming back to me via private message and confirming your details. I have now booked you a technician visit for your ongoing landline issue – you can check and amend the date and time of your appointment via your online account.
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. Please keep us updated on how your appointment goes and if you need any further assistance.
Thank you for your Private Message. I'm glad to hear that your landline issue has been resolved and that you have been moved over to our new 21st Century Voice system which connects your landline through the Hub.
We have been looking to implement this new switchover for all of our customers as this way we will have more control over the landline and this eliminates any potential landline outages as the new landline will be connected through the broadband Hub.
I understand that you're looking to hear about any potential compensation for the landline loss of service you've experienced recently. You can read more about our Automatic Compensation Scheme on our website. If you're entitled to any compensation, this will be added onto your next month's bill after the issue has been resolved.
If there's anything else we can do to help, please post on our public threads so a member of staff can assist. 🙂