Fibrephone switchover

[jeanpierre]

I received a text last night to changeover today, have done this and the line is dead from the house but if you call from outside it sounds as if its ringing.  Cannot make calls out.

I have rebooted the hub but still no service on the phone?

Help!

[Megan_L]

Hi Jeanpierre,

Thanks for using the forums to get this issue with your landline looked into, I am sorry if this has been causing some frustration after following the switch over instructions. I would be more than happy to look into this for you.

Could I first ask if you've plugged the landline into the Hub successfully? You may need an adapter to do this, please let me know if you need one of these and have not received it. 

If you think your landline and Hub may be too far apart to plug in, I can get an engineer booked to relocate them to a closer spot.

Thanks,

Megan_L

[jeanpierre]

Hi Megan,

Everything is plugged in, via the adaptor but it is just not working

[jeanpierre]

Hi Megan,

According to the phone helpline, Virgin have disconnected my landline before enabling the fibre service in my area - leaving me without any service until it is turned on "which may be later today"!!!!

[Megan_L]

Hi Jeanpierre,

Thanks for coming back to me, this would be the normal process for the Switch - There will be a period where you will have no landline service whilst the switch takes place. 

If the team have stated it will be done today, I would allow them time to do the switch and I will come back to you tomorrow once 24 hours has elapsed to see if your landline has been fully connected again. 

Sorry if this wasn't fully explained to you previously. 

Speak to you again tomorrow 🙂

Thanks,

Megan_L

[Megan_L]

Hi Jeanpierre,

As promised I'm just checking in on how your landline is today now that the switchover is fully completed? 

If you're still having issues I will send you a PM and get an engineer booked to take a look. 

Thanks,

Megan_L

[jeanpierre]

Hi Megan,

Landline is working OK , thank you for checking.

Just a shame that the instructions say it will be two minutes before it works when as you say it can actually be hours - resulting in wasting time trying to report a 'fault'.  But at least that took one of the hours of waiting! 😊

[Zach_R]

Hi @jeanpierre,

Thank you very much for the update. I'm sorry to hear of the issues you had, but I'm glad to hear you're now up and running.

Please do let us know if there's anything more that we can assist you with.

Thanks,