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fsurfer
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EBUL or Emergency Back Up Line - error

Hi,

Virgin installation Sept 8, all went fine apart from EBUL not set up.

EBUL or Emergency Back Up Line box has 3 led's

Outer Green - charged, centre Green - signal, Amber - Error

My box has outer Green lit (indicating its charged) and Amber indicating ERROR

No dial tone and error noise if I try 999 etc

Contacted installation engineer - try reset, which I did several times to no avail.

Tried Virgin Tech support Sept 17, spent a long time on phone they say line is setup and again tried reset - never returned call when they assured me they would ring back.

Reset:-Unplug from mains, wait for Amber light to go off - about an hour or so

Plug back into mains, outer Green led is lit, centre Green led will flash until it has a signal and connects - no signal Amber led is illuminated.

Can this be escalated?

 

Thanks in advance

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Paulina_Z
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Re: EBUL or Emergency Back Up Line - error

Hi @fsurfer,

 

Welcome to our Community Forums! Thank you for your first post, and for getting in touch with us. I'm sorry to hear that you're experiencing some issues with your Emergency Back-Up Line.

 

We understand that this is quite a serious issue and we're more than happy to have someone sent over to look into this for you. Before I can do this, however, I will send you a Private Message. You will be able to see a purple envelope at the top right corner of your Forum page, so please keep an eye out for this.

 

I will be in touch soon to confirm some details.

 

Thank you! 🙂

Paulina_Z
Forum Team



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Paulina_Z
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Re: EBUL or Emergency Back Up Line - error

Hi @fsurfer,

 

Thank you for confirming your details for me over Private Message. 

 

I have been able to book in the first available appointment for you and confirmed the time and date via Private Message.

 

Please let me know if any changes are needed and I will be more than happy to make them. You can always manage your appointment via your online account if necessary. 

 

Keep us updated on how your appointment goes and if you need any further help.

 

Thank you! 🙂

Paulina_Z
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fsurfer
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Re: EBUL or Emergency Back Up Line - error

Thank you for the fast assist.

For those who are curious, it is explained on pages 36-37 http://www.virginmedia.com/phoneguide

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Paulina_Z
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Re: EBUL or Emergency Back Up Line - error

Hi @fsurfer,

 

No problem at all! Thank you for sharing our Phone guide as a reference point!

 

Please keep us updated on this further after the technician appointment.

 

We'll be more than happy to help further if needed. 🙂

 

Thanks!

Paulina_Z
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Paulina_Z
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Re: EBUL or Emergency Back Up Line - error

Hi @fsurfer,

Thank you for coming back to me via Private Message to confirm that the technician was able to resolve your issue! 🙂

Please let us know if you need help with anything else going forward.

Thank you,

Paulina_Z
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