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Landline is still down

malcp4
Tuning in

Thanks for your message. BUT unfortunately the landline is still not up and working. The message yesterday said that it would all fixed by 9pm last night. Was it fixed by 9pm? I don't think so! OR am now expecting an engineer to call????? If so, please inform when he is due to arrive?

7 REPLIES 7

Paulina_Z
Forum Team (Retired)
Forum Team (Retired)

Hi @malcp4,

Welcome back to our Community Forums! Thank you for your first post and I'm very sorry to hear that you're having some ongoing issues with your landline systems! 

I've taken a further look at our systems and I can see that there is an SNR (Signal to Noise Ratio) that is currently impacting your TV and broadband services. The outage fault number is F010293651 and the estimated fix time is showing as 13/12/22 at 10am.

However, this outage is not impacting your landline services. Before we can look into this further, please take a look at our Landline Faults page to see if this can help identify an issue. Can you tell us if you have an active dial tone at all?

Thank you. 

Paulina_Z
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


Thank you for your reply. My package is Broadband and Landline only No TV. There is no Active Dial Tone at all, other than a faint hum. I am unable to Dial out or receive any incoming calls. The phone is plugged into a wall socket, not via a hub. The Broadband is ok and working well.

Paulina_Z
Forum Team (Retired)
Forum Team (Retired)

Hi @malcp4,

Thanks for coming back to me and for providing more information about your landline issue. I'll be more than happy to look into this further for you and see what I can do to 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
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


Paulina_Z
Forum Team (Retired)
Forum Team (Retired)

Hi @malcp4,

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

New around here? Check out the do's and don'ts, in our Community FAQs


Paulina_Z
Forum Team (Retired)
Forum Team (Retired)

Hi @malcp4,

Thank you for coming back to me via Private Message. I'm glad to hear that you're happy with your set appointment time and date.

Please keep us updated on how you get on and if you need any more assistance. 

Thank you.

Paulina_Z
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


Hi Paulina.

Thank you for you last message, it asked me to report back on how my appointment went (Wednesday 14th December 8am to 12am) well the time has been and gone, it now 14.00 and no sign of an engineer. There has not been any calls (Mobile) or messages received to say why the engineer has not arrived and kept to the agreed appointment date and time. The big question now is, Are we to expect the engineer today? Very disappointed at present.. Please let me know what is going to happen next.

Malcolm

Hi there @malcp4

 

Thank you for popping back to us and I am so sorry to hear that your appointment has not been met! 

 

I have taken a look and I can see that there is a Signal to Noise Ratio outage in your area that is due to be resolved December 20th at 10am.

 

Because of this any outstanding appointments have been cancelled as the engineer will not be able to complete the work while this is active as the outage will prevent the work from being successfully completed. 

 

Please do check back with us after this time and we will be happy to rebook this for you. 

 

We are so sorry that this has happened and we are very sorry for the inconvenience caused.