Hub 3 Telephony disabled

[___]

I can't make, and presumably can't receive, phone calls. This was working fine until... sometime recently.

Naturally, I can't call VM to tell them.

[John_GS]

Hi there.

Thanks for posting and welcome back to the community.

Sorry to hear of the phone line issue.

I'll send you a PM now to assist further.

[___]

The router mysteriously decided to reset itself after I posted that. Strange, eh. Of course, I lost all internet for several minutes until it got itself sorted out, and there was no indication other than that as to what as going on.

[John_GS]

Hi @___ 

Is the phone line now working?

Best wishes.

[___]

So that's your response? YOUR equipment randomly fails, someone somewhere - perhaps you - decides to remotely reset the router without asking, and your response, rather than any kind of apology is "is it working now?" I am SO GLAD that in two weeks I won't have to put up with any more of Virgin's nonsense.

[John_GS]

Hi @___ 

It's perfectly valid response. This morning, you posted that the phone line was not working. I apologised and sent you a PM to help. You did not respond to the PM but responded publicly in a way that suggested a PM conversation was not needed. Thus I have replied asking you correctly is everything now working for you, hence you not responding to the PM.

Hopefully the service is now working but if you need further assistance, let us know. I can confirm no reset took place from this side.

Best wishes.

[___]

No, it is absolutely not a "perfectly valid response". I repeat: YOUR equipment failed, then you (or someone else from VM restarted the router remotely without any indication that you were going to do so. If the customer was in the middle of a teleconference because, oh I don't know, their telephone connection isn't working, you've cut that means of communication for them as well.

[Robert_P]

Sorry you feel this way, we don't advertise and fault free service and issues can arise. when they do, we have automated assistance that runs checks and tests when an issue is recorded. It may be as part of the diagnostics the hub was rebooted, we're sorry for any inconvenience caused when looking to resolve the fault.

Rob