Line crackling cannot receive or make calls

[Lellyo]

As title suggests we cannot make or receive calls from our landline, the line is very crackly when you pick the receiver up.

[Paul_DN]

Hi Lellyo,

Thanks for reaching out to us in our community and welcome back, sorry to hear you are facing issues with your phone line, I have been unable to locate your account with the details we have for you, I will be more than happy to look further and arrange a technician if required, however when Technician does his checks and the fault is with any of your equipment there will be a £25 charge, please can you remove everything from the phone socket, including any extensions, filters, please also try a different phone, standard phone if possible?

Regards

Paul.

[Lellyo]

Hi sorry still no joy 

[Paulina_Z]

Hi @Lellyo,

Thank you for coming back to us about your ongoing landline issue.

Have you been able to take a look at our Landline Fault page to see if this can help resolve the issue?

If this has not helped, I'll be more than happy to help. In order to look into this issue further, we will need to send you a Private Message to confirm a few details with you before looking into the issue. Please keep an eye out for a purple envelope at the top right corner. I will be in touch soon.

Thank you.

[Paulina_Z]

Hi @Lellyo,

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

Thank you.