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H_R
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Landline not working

Hi

We're having issues with our landline. Since yesterday afternoon we can't make or receive calls. When we call the landline from a mobile it rings on the mobile but not on the landline. The landline has no dial tone at all and there's a check phone line message appearing on the screen. 

I've called customer service this morning who advised it could be 24-48 hours to have the network team look into this. Is there any way of speeding this up? We have a family member in hospital and my elderly parents rely on the landline.

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Natalie_L
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Re: Landline not working

Hi H_R, 

 

Welcome to the Community and thank you for posting.

 

I am very sorry to hear you have been experiencing issues with the telephone service and the inconvenience this is causing. 

 

I have taken a look from our side and an see that the ticket that has been raised has an SLA of 24 hours so should be resolved within that time. 

If this is not the case, please let us know here and we will take a closer look in to this for you.

 

Thank you 

 

 

Nat
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H_R
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Re: Landline not working

Hi there

I was just wondering if you have any updates on this issue please? We're still not able to make or receive calls on the landline.

Thanks

 

 

 

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Steven_L
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Re: Landline not working

Hey @H_R,

 

Sorry that the issues are still ongoing, this has been passed to our specialist team for telephone issues and should be resolved very soon, the team will also be in touch to tell you when the issues have been resolved.

 

Regards

Steven_L

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H_R
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Re: Landline not working

Hi there

Thanks for the update. Do you have any idea how long it could take to resolve the issue? Due to a family emergency my parents are really struggling without a landline at the minute.

Thanks

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Steven_L
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Re: Landline not working

I will try and chase the team but it maybe tomorrow before the team get back to you. I will let you know if I get anything back from the team.

 

Regards

Steven_L

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H_R
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Re: Landline not working

Thanks really appreciate it
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Steven_L
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Re: Landline not working

I hope so too H_R, I will let you know once I know of an update.

 

Regards

Steven_L

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H_R
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Re: Landline not working

Hi

Can I please have an update on my issue with our landline not working. We've now been without a phone line since Sunday evening and all I keep being told is its with the relevant team to look into. No updates on when it will be resolved, what the issue is or how much longer it will be to get it fixed.

We have a member of the family seriously ill in the hospital and being without a landline for so long when my parents are relying on this form of communication for updates is not ideal.

I would like to know exactly how long this issue will take to resolve or who I can speak too in order to get this resolved?

Thanks

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Steven_L
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Re: Landline not working

Hey @H_R,

 

I have been able to look into this with the team and we need to send out an engineer to fix the issues with the phone line.

 

I have arranged for the appointment and you can find all the information that you need about your appointment on your online account and clicking My Account and Order tracking.

 

Regards

Steven_L

 

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