Landline Fault

[sheriffworksop]

We're experiencing a repeated fault on my elderly parents' landline, whereby no one can hear them on the other end of the call. The only remedy is to perform a reboot on the hub, but this is something beyond their capability (they're not technically minded at 74 and 87 years of age).

It has the potential to become quite a serious issue, for example: if an emergency call needs to be made and the operator isn't able to hear anyone speak. It's currently problematic as one of them is in hospital and unable to make successful calls to the house to keep in touch.

Prior to performing a reboot, the app reports no faults at all with the landline. TV and internet are performing perfectly. The handsets in the house are up to date and less than four years old.

Has anyone else experienced a similar issue and successfully corrected it? I'd appreciate some help.

[Paulina_Z]

Hi @sheriffworksop,

Welcome to our Community Forums! Thank you for your first post and I'm very sorry to hear that your parents are having some issues with your landline connection!

I'll be more than happy to look into this issue further and see how I can help with this fault and have this rectified as soon as possible.

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

[Paulina_Z]

Hi @sheriffworksop,

Thank you for coming back to me via private message and confirming your details. I have now booked you a technician visit for your 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 @sheriffworksop,

Thanks for coming back to me via Private Message again! I'm glad to hear that I've been able to assist and reschedule the appointment as needed.

Please let us know how you're getting on and if you need any further assistance going forward. 😊 

Thanks!