Home phone not working

[drittenorn]

Hi, need someone to contact me to arrange for an engineer to check out my landline that is not working (no dial tone, intermittent crackling).

It's been down for a couple of weeks, checked out the phone and wiring internal to the house and looks OK. 

I don't have an alternate landline phone to plug in to confirm it's definitely the the connection to the house. 

Please DM me ASAP. Thanks in advance. 

[Kath_F]

Hi drittenorn, 

Thanks for your post and apologies to hear you're having an issue with your landline. 

Checking things at this end, the line is showing as non contactable. Usually we would need you to either try your handset in another line, or try another handset in your line. This is just to rule the handset out as if it does turn out to be this, you would be charged for the visit. 

I'm happy to arrange for an engineer to come to take a look at this for you. I just need to confirm the address to ensure we are booking the visit on the correct account. 

I have sent you a private message regarding this. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.
Thanks,
 

[Kath_F · Accepted solution]

Hi drittenorn,

Thanks for coming back to via private message to confirm your information. 

I have booked you in for the next available appointment. To view this please sign in to My Virgin Media here: My VM. Once logged in, scroll down to Orders & appointments then click on View your orders. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit, please do let us know and we’ll pop you another message to pass data protection and then confirm the appointment details.

Just to confirm, there will be no charge for this visit unless:

• The technician diagnoses the fault 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 that someone over the age of 18 is at the property for the time the engineer is there. If the appointment is unsuitable or if anyone living at your property has tested positive for Coronavirus, has been asked to self-isolate or has flu-like symptoms then please reschedule the appointment on the same link. If you do miss the appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment so it is important to reschedule if needed. 

Lets us know how the appointment goes. 

Take care.