Dead Landline E4 Area

[colindriver]

My landline has been dead for over two days. I've phoned support on my mobile four times now and each time I've been asked to hang up and ring my Landline in 10 minutes, whilst tests are run in the background. When I've rung the support line back, I'm put into the same loop. I've I ring my landline I get a ringtone but the landline is still dead. Am I doing something obviously wrong, or has anyone else had this problem? Many thanks

[Hayley_S · Accepted solution]

Hello @colindriver,

Welcome, thanks for posting.

I am sorry for the issue with your landline.

I have checked our system, I am unable to see an outage that would cause this to happen.

It is showing as uncontactable though, is it plugged in now? Is it in the master socket or the Hub?

Many thanks,

[colindriver]

Hi Hayley, Many thanks for the quick reply. It's in the master socket. I've never had it connected to the hub.

[Hayley_S]

Hello @colindriver,

Thanks for confirming this, have you tried checking if the power is working via batteries or plug? Also tried using a different landline handset at all?

Many thanks,

[colindriver]

Hi Hayley, I have checked that the rechargeable batteries are functioning properly and the main handset is fully charged. Also, the base station is attached to the mains. Unfortunately, I do not have another handset that I can test it with. I am wondering, however, if it has something to do with the fiber cables which are currently being installed on the telegraph poles outside. I'm guessing that I'm still getting my phone over copper, and not VoIP?

[Hayley_S]

Hello @colindriver,

All landlines are being migrated to VOIP over the next few months, I am unable to see that this is why your landline is not working, as nothing is showing on the system for your area at the moment.

Do you need your landline for emergencies at all?

Many thanks,

[colindriver]

Hi Hayley, Not really, but all of both my family and my wife's family know not to call my mobile, as I normally have it on silent, with vibration switched off. I'll just have to change that until this can be fixed. Many thanks for all of your assistance. It's much appreciated.

[Ayisha_B]

I'd like to take a further look into this and arrange a technician to come out and get this sorted  @colindriver

Will pop you a PM now to confirm some details.

Please keep an eye out for the purple envelope icon in the top right hand corner of your page for my message.

Speak soon 🙂

[colindriver]

Thank you very much, Ayisha. And sorry, once again for the delay in responding. I was afk.

[Ayisha_B]

Thanks for confirming the requested details via PM @colindriver

I've booked a technician for you to come out and have a look into the issue with your landline. You can find confirmation of the visit via your online account.

Please let me know if there are any problems with the date or time and I can look to reschedule this for you. In regards to the appointment there are some details you need to know about. 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 also 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.

Let us know how the visit goes!