No Dial Tone

[Geoff1963]

I have had no dial tone for at least 3 days, I only found out as someone tried to phone my landline, I rarely use the landline.

I have checked the service status and there are no issues with the phones.

[Ashleigh_C]

Hi there @Geoff1963

Thank you so much for your first post to our community forums and welcome to the team! 

I'm so sorry to hear your landline is down! I'd be happy to look into this with you! Can I just check a few things first?

Is the wall or the back of the Hub? Also have you been able to try another phone on the line, is that how you know the issue isn't with the handset?

Thank you.

[Geoff1963]

It is plugged into the wall and I have tried another phone into the wall (actually purchased a new one and tried that to rule the handset out).

[Ashleigh_C]

No problem thank you for letting me know. 

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

Please keep an eye out for the purple envelope in the top right corner alerting you to a new message.

Thank you. 

[Ashleigh_C]

Hello @Geoff1963

Thanks so much for your private message, I have now booked you a visit for your landline issue – you can check the date and time via your online account here. If you have any issues with accessing your online account or unable to see your visit, please do let us know and we’ll pop you a message to confirm.

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.