Landline not working

[AGF206]

Hi. Since before Christmas my landline has stopped working (no dial tone or incoming calls). Checked all cables and in Superhub 3 shows phone as 'disabled'. I believe 'upgrade work' occurred in this area around the same time (Northampton NN4). My phone is currently plugged into a wall socket but I'm wondering if my phone service has gone full fibre without me being notified (and no adapter provided if it has!) Any information would be appreciated. Thanks Alan F

[Tom_W1 · Accepted solution]

Hi @AGF206 thanks for your post although I'm sorry to hear of your concerns raised surrounding your landline.

Please allow me to send you a PM so I can look into things further for you, kindly expect the PM from me to arrive shortly and respond directly when you can!
Many thanks

[AGF206]

The engineer visited next day and confirmed my suspicions. The phone line had been disabled in the Virgin hub and the service had been converted to full fibre. He contacted someone 'back at base' and asked for the line to be enabled (can't do it by logging into the hub apparently). The hub rebooted, an RJ11 adapter was plugged in to the hub's phone socket. When the phone was plugged in... Eureka! All is now working fine.  Very quick and efficient response from the engineer. Still waiting to receive the satisfaction survey which I was told would follow by email. I should like to give credit where it's due. 10/10 all round!

[Nathan_B]

Good Morning @AGF206 🌞 Thanks for your reply. I'm glad to see that the engineer has been able to get this working for you now.

I hope this email comes through for you soon to enable you to pass on this great feedback for the engineer. I have been unable to locate the specific engineer via your forum details to pass this feedback on internally. 😔

If you need any further help, please let us know. We will be happy to assist.

Regards

Nathan

[AGF206]

Hi Nathan, I hope this is appropriate! The technician was Steve 33300. He was cheerful, polite and took care of my property. Fixed the problem in no time - Definitely a 10. If that can be passed on I'd be very grateful. Thanks

[Nathan_B]

Yes, absolutely 😊 This will be a great help with locating the engineer so this can be passed on.

Thank you for providing this.

Regards

Nathan