Loss of Landline

[Arwen]

Hullo, we lost our landline around midday on Tuesday 28th and phoned in that afternoon to report the fault. We ran all the usual checks e.g. disconnect the hub, plug the phone into the hub etc., but the phone was still dead with the message 'check your landline'. The broadband and other services were functioning properly. The gentleman we spoke to said he would report the situation and that we would get an update within 24 hours. By this morning we had heard nothing, so I phoned back in and spoke to a helpful lady called Monica. She says that she has referred the situation to IT and that we should get an update within 5 days! The implication is that we could be without a landline for well over a week which is very difficult because the mobile reception in our old house is erratic and we have to keep in touch with ailing members of our family.

We had a similar problem in July which required an engineer to come out and resolve the problem and it would be good if we could cut through the bureaucracy and get an engineer out sooner to try and sort out this loss of service. 

We would appreciate earlier help if possible. Thank you.

[Jodi_S]

Hi Arwen,

Thanks for posting on our community forums. We do apologise for any inconvenience and disruption this issue has caused. Remotely looking from our end, our 2nd line faults team will be investigating what is causing the issue and will get this resolved without a technician being needed.

We fully understand the time scale given is not ideal and our team will be working as quickly as possible to get this matter resolved for you.

We do appreciate your patience.

Kind regards Jodi. 

[Arwen]

Thank you for your reply Jodi. Are you able to update on progress with this query please? So far nothing has changed and we are getting somewhat frustrated.

Kind regards.

[Jodi_S · Accepted solution]

Thanks for coming back to me Arwen,

I do apologise that you have not received any updates so far. Remotely checking from our end this issue has now been resolved and you should be able to use your landline as normal.

If this is not the case and you are still without a dialling tone, we will need to book an engineer’s visit for you.

So, I can get this arranged, I will pop you over a private message and take some details. Please click on the envelope at the top of the page to accept the chat.

Kind regards Jodi.