My house phone is dead

[Elizab1]

I am unable to use my house phone which is totally dead. PLEASE can someone make contact with me to advise ma what I can do.

[Ayisha_B]

Hi @Elizab1 👋

Welcome to our Community Forums and thanks for your post. 

I am sorry to hear you're having some issues with your landline. 

Have you tried troubleshooting here 👉 Why is my Virgin landline not working?

If the self care checks don't help, then please respond to my PM 📩 and I will assist further. 

Thanks

[Elizab1]

We have switched off the hub and switched it on again as instructed. The TV and internet are in use. Still no phone.

We have used another phone to see if the equipment is at fault, but the replacement phone is also dead. 

My daughter has tried to make contact with you to report the fault.

[Ayisha_B]

Thanks for confirming the requested details via PM @Elizab1 

I've booked a technician for you to come out and have a look into the issue with the landline. You can find confirmation of the visit via your 👉 online account.

Please let me know if there are any problems with the date or time and I can look to reschedule this for you. In regards to the appointment there are some details you need to know about. 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 also 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.

Let us know how the visit goes!

[Elizab1]

I am very grateful for your help. We have made a slight alteration to the appointment. I look forward to the technician visiting us, though if he tries to contact us on the house phone he will get no reply........!

[Ayisha_B]

You are most welcome @Elizab1 

The technician won't need to contact you on the house phone, don't worry - the visits all booked in. 

If there's any issues, let us know. 

[Elizab1]

Again, many thanks. We have altered the appointment to Monday am as we are due to have Covid jabs on Friday. I haven't received another email confirming the change it, but it did say on the form that the booking has been altered. I really appreciate your help on this.

[Ayisha_B]

Thanks for the update @Elizab1 and you're most welcome, always happy to help!

You should be able to sign the appointment details on the online account 😊

[Elizab1]

Are you able to help again? We had an appointment today between 8.00a.m and 12 pm. We have waited in, and no-one has left the house! No sign of our technician. We have received emails confirming someone is due. It is now 13.40 pm.

[Ayisha_B]

Hi @Elizab1 

I'm so sorry to hear this!

I'm going to send you a PM again so we can look into this for you. 

Thanks