Received and installed my new Hub 4 today (upgraded from Hub 3). Everything works except my landline. Logging onto the hub I can see that it says 'Telephony (Disabled)'.
Everything worked on Hub 3 (except the daily kicking off WiFi at the most inopportune time).
It looks like they have disabled the telephone service else I think the error message would have said something more meaningful (I live in hope). I try and phone a phone test and it tells me it can't perform one and that I need to speak to them.
I tried to call, spent 30 minutes listening to the same 5 songs (not my taste) until I gave up and hung up.
Someone, give me a reason not to switch providers when this contract is up for renewal. You can gain customers with pricing, but you lose them with poor customer service.
The phone is plugged into port 1 on the back of the hub per the instructions in the setup guide. On the phone I have displayed the message "line cord error, please check". This is message I usually get when there is no dial tone.
I've spent many years working in IT from service desk to incident management and service delivery. That's always my go-to thing to try first.
The hub has also done a software update since being installed (the light ring turned green for a while) and it was after that update that the Telephony option started showing as disabled. It is worth me taking the hub back to factory settings ?
Why do we need an engineer visit ? I would prefer if someone actually looked at our setup first to see if the telephony has been disabled for some reason, or please confirm if this has already been done.
I don't think it's a site issue because hub 3 worked fine (I did try and re-install hub3 but broadband was disabled on that now), and I know I'm not the only one who has this exact issue.
Before a visit, as we are shielding because of a relative, I would like some confirmation that all points have been checked your side (this includes but not limited to, our account setup, the services we have activated, the hub itself and what version software should be running). When I have those details we can then look at an engineer visit.
As I can't get through on the customer service number, an engineer or other technical representative can ring me on the number against the account and I will happily work through that list with them.