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Moved house can make calls but can't receive them

Hi,

I just moved house and my broadband is now working (after waiting an hour on the phone to get it activated even after spending an hour on live chat prior to my house move... but anyway) but sadly my landline still doesn't work.

I can't check service status as the tool doesn't give me the option to state that i can make calls but can't receive them. Tried calling but no one ever answers... tried live chat and still waiting (currently at 30 minutes). 

This is a joke....Can anyone @VM help?

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Message 2 of 11
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Re: Moved house can make calls but can't receive them

Hi d4t1983,

 

Welcome to the community - it's nice to have you on board.

 

I'm really sorry to hear that you've been having a few problems with your services since they were installed at your new property.

 

Do you know what happens on the other end of the link when someone tries to call your landline? Do they receive an error message or anything?

 

Can you also please confirm if you asked to keep the landline number which you had at your previous property? If that's the case then this may be a number change issue.

 

Thanks,

 

Beth

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Message 3 of 11
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Re: Moved house can make calls but can't receive them

Hi,

I can’t remember exactly as it was all done over the live chat. My account online shows the correct number it should be as I didn’t move far so number could stay the same.

when I call it tells me the number isn’t recognised yet when I call from it the caller id shows the correct number.

does that help?

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Message 4 of 11
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Re: Moved house can make calls but can't receive them

Hi d4t1983,

 

Thanks for the details 🙂

 

I've been able to locate your account and it sounds like the issue may have come from the number change over, so I have passed this over to our specialist landline faults team who will be looking into this further for you. They should be in touch with you within 24 hours.

 

If you need anything else from us in the meantime just let us know.

 

Beth

 

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Message 5 of 11
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Re: Moved house can make calls but can't receive them

Ok great thanks!

youve be way more useful then the website or phone lines have been... tbh just a contact email address for support would of been enough for me.

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Message 6 of 11
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Re: Moved house can make calls but can't receive them

Anytime 🙂

 

Apologies again for the poor experience you've had when calling through to our helplines, but I'm pleased we were able to help. We don't have a general contact email address I'm afraid, but you can also text us on 0753 305 1809 if you need to get in touch. However you're of course more than welcome to post here too.

 

Beth

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Message 7 of 11
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Re: Moved house can make calls but can't receive them

So it’s still not working and no one has bothered to contact me so my customer service experience sadly continues to be shocking... it all felt so promising too!

as soon as cityfibre goes live in my area I’m leaving that’s for sure.

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Message 8 of 11
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Re: Moved house can make calls but can't receive them

Really sorry about this. 

I can see there is a date in place for this to be resolved, I'll message the team back and see if there's any further updates. 

Thanks. 

Emma_C - Forum Team
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Message 9 of 11
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Re: Moved house can make calls but can't receive them

Just checking in, looks like you've since spoken to the team and they'd advised when it's going to be sorted. 

Do keep us posted. 

Emma_C - Forum Team
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Message 10 of 11
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Re: Moved house can make calls but can't receive them

Sorry to disappoint. I’ve still heard nothing and I’ve not spoken to anyone.

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