Land Line not working

[Noangel]

My land line stopped working on Thursday  (11 August 2022). The service status says that there are no known faults, but there is no dial tone and incoming calls just drop out. Rang the helpline, told there wasn't anything wrong, After a rather confusing conversation, he agreed there was a fault and it would be fixed within 24 hours. Still not working.  Rang again yesterday, told it would be fixed by 8.30pm.  

Today there is still no dial tone, incoming calls still drop out and service status still says there are no known faults.

Please can someone help me sort this out?

Thanks

[Kath_F]

Hi Noandel, 

Thanks for your post and welcome to the forums. It's great having you on board with us in the Community. 

I'm sorry to hear your landline is not working as it should be currently. 

It looks as though you've already tried the checks we would ask you to do so we will need to look a little more in depth at this and it's possible we may need to get an engineer out to 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]

Hi Noangel, 

Thanks for coming back to me via private message. 

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.

[Noangel]

Hi Kath_F

I've logged into my account, but the appointment isn't showing yet.

NoAngel

[Kath_F]

Hi NoAngel, 

It usually takes around 24 hours to update on your account. 

Let us know if it's not there after this time and we can go from there. 

Thanks, 

[Noangel]

Will do, thanks

[Kath_F]

Hi Noangel, 

It's no problem at all. 

Let us know how the engineer visit goes and if there is anything else we can do, let us know. 

Thanks, 

[Noangel]

Hi

I've received a text informing me of when the visit will be.

Thanks for your help, I will keep you updated

NoAngel

[Kath_F]

Hi NoAngel, 

Thanks for letting me know you've received the appointment details via text. 

You should also be able to view the appointment and change it if needed via your My VM account later on today. 

Don't forget to keep us posted on how the visit goes. 

Thanks, 

[Noangel]

Update

I had a text on Monday evening saying that the service visit has been put on hold while they investigate a network problem. They will update me when it has been fixed.

The land line is now fully working, but I haven't received an update!

Do I need to reply "fixed" to the original message about a technician's visit to cancel it?

Thanks for your help with this issue.