Landline dead, can't get help

[girlinstatic]

Hello, my landline has been totally dead for a few days. Everything is plugged in correctly and tested even with 2 different phones. I try to contact customer service on my mobile and go through the options until it tells me it is running tests and to call back in 10 minutes. I call back and it repeats the same thing over and over - I have left it 10 minutes, 15 minutes and an hour and it's still the same thing. I am pretty sure an engineer will need to come out, can someone please help?

[Paulina_Z]

Hi @girlinstatic,

Welcome 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 connection! 

I've taken a look at our systems and I cannot see any local issues that could be impacting your services. I'll be happy to investigate further and see what I can do to help.

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

Thanks! 😊 

[Paulina_Z]

Hi @girlinstatic,

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 @girlinstatic,

Thanks for coming back to me and confirming that you're happy with the appointment date and time!

Please let us know how your appointment goes and if you need any further help or assistance! 😊

Thanks!