Intermittent service since switchover

[bugsyt]

Since plugging in landline to Superhub 3, my phone service is very flakey, when I login to my account for service status, it informs me there is no problem?

[goslow]

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@bugsyt wrote:

Since plugging in landline to Superhub 3, my phone service is very flakey, when I login to my account for service status, it informs me there is no problem?

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Can you elaborate further on what the specific problems are (e.g. total loss of service for the landline, poor quality line, unable to make (or receive) calls, calls disconnecting during a conversation, no ringing for incoming calls etc. etc.)? Further info may help diagnose the problem when the VM forum team reply here within a few days.

[Paulina_Z]

Hi @bugsyt,

Welcome back to our Community Forums! Thank you for your post and I'm very sorry to hear that you've been having some issues with your landline connection recently! 

Can you tell us a little more about the issues you're having as @goslow suggested? This will help us identify the issue further so we can assist appropriately. 

You can take a look at our Landline Faults page to see if this helps identify the problem. Let us know how you get on.

Thank you.

[bugsyt]

Hi Paulina

This intermittent problem is at my elderly in-laws property, I have logged into their account and put postcode and name and it’s saying no problem.

I was at their house earlier and the landline and internet was down. The cordless phone is connected directly into the super hub 3 and the display on phone was saying. ‘ Line cord disconnected ‘. I switched off the super hub 3 and rebooted, it took about 25 minutes to eventually start working again with a solid white light, whilst it was rebooting there was various green and red flashing lights, this problem is occurring daily.

Hope you can help as they are not good with mobile phones. Thanks 

[Vikki_M]

Hi @bugsyt

Thank you for the further information.

Do they have another handset they could try?

Could you also check here to ensure the switchover from wall socket to hub has been set up correctly?

Please pop back to us when you can. 

[bugsyt]

Hi Vikki

I will try one of my handsets, as regards to if the switchover was done correctly they had received the adapter but could not find the email stating the switch over date. When their phone stopped working from existing phone sockets, I plugged the cordless base unit into the Super Hub 3 with the adapter supplied and everything was fine this problem has only been for the last few weeks.

[Vikki_M]

Hi @bugsyt

Thank you for clarifying for us.

Please let us know if the different handset works.

If not, please pop back to us here and we can look into this further for them. 

[bugsyt]

Hi Vikki

I will let you know, but their handset has been working for the last 3 hours, so I think it’s more likely an intermittent problem with Super Hub 3 ?

[Vikki_M · Accepted solution]

Hi @bugsyt

We can look into this further for them, however we would need their details and for account security to be passed.

Are they able to contact us directly?

If not, and they are happy for you to speak on their behalf, we can send you a private message to get some details securely.

Please let us know how you wish to proceed. 

[bugsyt]

Hi Vikki

I will be at their house tomorrow to try my handset, and I know their details ie Account number, login details etc, so we can go from there. If the Super Hub is down again I can set up a hotspot from my mobile to contact you. 

Thanks for your help

Regards

Paul.