Land is not working

[Mike_A1]

The land line was working Sunday evening, However, today VM had an issue with all three services.  Th internet connection appears fine, the TV is still showing a fault on the service tracker, but it has the landlines as fixed.  My hub now reports that the line is disabled I have rebooted the modem, but no joy.  It was enabled before today's problem.  Can I have it re-enabled please.

[Paulina_Z]

Hi @Mike_A1,

Welcome back to our Community Forums! Thank you for your first post and I'm sorry to hear that you're having some issues with your landline service at the moment! I'm here to help! 

After checking on our systems, there do not appear to be any active local outages that are impacting your broadband or landline connection.

Can you tell us if you have an active dial tone at the moment? Have you tried taking a look at our Landline Faults page to see if this can help resolve your issue?

Please take a look and let us know. We'll be here to help if you need any further assistance.

Thank you.

[Mike_A1]

Hi, no dial tone.

hub reports land line deactivated.

Mike

[Paulina_Z]

Hi @Mike_A1,

Thank you for checking and for coming back to us about this. I'll be more than happy to look into this for you to see how we can help.

I will send you a Private Message to confirm a few details. Please keep an eye out for a purple envelope at the top right corner of your Forum page. I'll be in touch soon.

Thank you.

[Paulina_Z]

Hi @Mike_A1,
Thank you for coming back to me via private message and confirming your details. I have now booked you a technician visit for ongoing landline issue – you can check and amend the date and time of your appointment via your online account.

There will be no charge for this visit unless:
•    The technician diagnoses the faults 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 there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment.
If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.
Please keep us updated on how your appointment goes and if you need any further assistance.

Thank you.

[Paulina_Z]

Hi @Mike_A1,

Thank you for coming back to me via Private Messaging and advising when this issue started. Our technician will be able to review this further and assist at the appointment. 

Please keep us updated on how you get on and if you need any further assistance going forward.

We're here to help.

Thank you.

[Mike_A1]

Thank you Paulina_Z.

The engineer has just left the property and was unable to fix the issue.

Apparently, there is some sort of provisioning issue after the network upgrades were completed and it is a problem in the local area.  I have been advised that the issue will take 24 - 48 hours to resolve.

Mike

[Vikki_M]

Thank you for the update, Mike. 

I am sorry to hear this couldn't be fixed today.,

Please do let us know if you have any issues after the 48-hour period advised.

[Mike_A1]

So, here we are, had a phone call last week from second tier support.

Not very professional, really slated the technician for not doing his job properly on a site visit.  Apparently, he should have swapped the hub out.  Second visit organized for the 12th of November.  Engineer turns up, no problem with equipment, something to do with the DOCSIS for the phone line.  Apparently, I'm not the only person in the local area.

I received an email today saying is problem is fixed.  Unfortunately, not.  Tried to talk to customer service, they are trying to say it my phone at fault even though the Hub is reporting "Telephony (Disabled)" I've been on the phone to numerous departments now, even customer retentions, and now I've even been cut off

Can't seem to speak to anyone that has a clue at what is going on.  Customer services are useless. 

According to the VM compensation package, I'm owed a small fortune.

Is there anyone out there who can assist me please.

I just want a working service.

[Lee_R]

Hi Mike_A1 thanks for getting back to us.

Sorry to hear that your landline service is still not working. I would like to take a closer look on your behalf.  I am going to send you a private message. Please look out for the purple envelope in the top right of your screen.

Regards

Lee_R