Home phone

[rozajo75]

Message on home phone saying 'Check Phone Line'.  Cannot make outgoing calls and on trying to call home phone the following message shows on mobile 'Invalid number format - (incomplete number).  This has only happened today as not had any previous problems.  On going into VM website there are no problems showing in my area.  Cannot find phone number to speak to VM about a possible engineer visit.

[Steven_L]

Hey @rozajo75,

Welcome to the community and thanks for taking the time to post your issue on the forums.

I'm sorry to hear of the issues that you're having with your landline at the moment, I would be happy to take a further look into this for you but would need to take a few details via private message. I will send the message over in a moment, please look out for it and we can get the ball rolling.

Regards,

Steven_L

[Steven_L]

Thanks for confirming all of your details and the symptoms of your faults, as I said I have passed this onto the specialist team to look into and added the information that you just supplied, the team should be in touch with you soon to discuss this further.

Regards,

Steven_L

[rozajo75]

Hi

It is now over a week and we have not had any communication regarding our landline which is still not working..

Regards

Patricia Rosamond

[John_GS]

Good morning Patricia. Thanks for popping back. I am really sorry to hear it's not sorted. Done a system check and it's still with the faults team who are working with the telephony team to resolve this for you. They will be in touch when they have an update. I am sorry I couldn't give a better solution currently but we will fix this. Best,

[rozajo75]

It has now been two weeks and our landline is still not working.  We have had no further communication from anybody regarding this and it is very frustrating.  VM have just started operating in my daughter's area and they were thinking of changing from Sky to VM.  We have warned them not to as your Customer Service is appalling.  We will be writing to Head Office to lodge a formal complaint.

[Natalie_L]

We apologise for the delays in getting this issue resolved. 

We have ran a check from our side and can confirm the ticket is still open and being worked on by our faults team. 

As soon as we receive an update, we will contact you with more information. 

[rozajo75]

Every time I contact you regarding the fact that our landline is still not working I get the same response - that it is with the faults team.  How long is it likely to be with the faults team before a solution is found.  I will be writing to your Complaints Team if I do not get a satisfactory reply from you.  

[Ashleigh_C]

Hi there @rozajo75

Thank you for your post and I am so sorry that you have not yet had an update from this ticket. 

I have checked and the ticket is still open and we are still working on it. I have however reached out to a colleague in the relevant team to ask that they take a look into this issue for us. As soon as we get an update I will let you know. 

I am so sorry again that this has happened and I can fully understand your frustrations but we are doing all we can to get this resolved for you. 

Thanks again 

[rozajo75]

Hi

With regard to our landline which was reported to you 3 weeks ago as not being in working order.  From today, 6 July, we are now able to make outgoing calls.  However, we are still not able to receive incoming calls.

Please can the engineers continue trying to sort this problem.