No dial tone

[greaves1957]

Need someone to check our landline as we don't have a dial tone. Can't report it because the phone doesn't work. 

Hopefully an agent will message me 

[Ashleigh_C]

Hi there @greaves1957 

Thank you so much for your post and welcome to the forums, it's great to have you here. 

I am so sorry that you have had this issue with your service, can I ask if you are connected at a main or extension socket? How many other pieces of equipment are attached here? 

[greaves1957]

Phone is plugged directly into main socket, have tried test socket and bought a new phone etc. Line appears to accept incoming calls, but no diall tone to make calls 

[Ashleigh_C]

I'm so sorry to hear this and thank you for popping back to me @greaves1957 

I do think it would be best we arrange for an engineer to come and take a look for us directly so I will pop you a private message so this can be arranged. 

I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.
 

[Ashleigh_C]

Thank you for chatting with me via the forums @greaves1957 and after booking in the appointment I can see that there is an area outage present that is effecting landlines. This does mean our team are aware and already working to resolve this for you and everyone effected. 

We have cancelled the appointment as the outage is likely causing these issues, please do let me know how things are looking after November 29th at 3pm when this is estimated to be resolved.

Thank you and so sorry again for these issues faced but our team will do all they can to get this fixed as soon as possible. 

[Ashleigh_C]

Hello @greaves1957 

Thanks so much for your private message and confirming your address, I have now booked you a visit for the phone line – 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 My VM 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
 

[Ashleigh_C]

Thank you so much for chatting with me via the PM's @greaves1957 and I am so happy to hear that this issue has now been resolved with the engineer visit.

Please do pop back to the forums in the future should you need any help and we will do all we can to assist!