No phones compatible with our VM Hub

[Ginger1]

None of the phones we have tried are compatible with the Hub. The ones we have tried are all modern (some almost new). Even the emergency back-up phone installed by the VM technician will NOT connect. Any ideas if there is a way of telling which phones will work with the Hub as we have been told to buy a new phone?

We have no mobile signal in the house so according to the VM website we should not have been migrated. We now have no mobile and no landline, just an emergency phone at the top of our roof which is impractical to reach.

[Ilyas_Y]

Hey Ginger 👋🏼 Sorry to hear about the issues with the handsets you are having. 😞

May I ask what model handsets you are using?
Are you able to reboot the VM hub? Can you take out the adapter and put it back in?
Is the telephone symbol appearing on the hub?

Let us know.

Kind regards,
Ilyas.

[Ginger1]

Hi, The VM supplied phone is Motorola FW500. The others were "Binatone B100", "Greemarc CL100V" and BT Duet 210. None of which get a dial tone. The hub has been rebooted many times since we were cut-off a few weeks ago. The Technician this morning went through all off this again and did a factory reset. The phone light comes on red then changes to green.

I was told this morning we may get a call back but we have no phone! The VM website is clear that if we have no mobile signal we should not be migrated.

[Ginger1]

FYI.

Broadband in this area is very intermittent and can sometimes be off for an hour in the middle of the day. This is a long standing problem and they used to come out to try and fix it. Looking at the hub logs it is full of critical errors.

[Ilyas_Y]

Thanks for the reply @Ginger1 on the forums.

It looks like we will need to take this further.
I will send a private message.

Kind regards,
Ilyas.

[Ilyas_Y]

Thanks for speaking with us today @Ginger1 on the forums. 👋🏼

I'm glad we have made arrangements to try and get this issue sorted with the telephone line.
As advised - let us know how it goes with the new equipment and whether or not it works on the delivery day.

If you need anything else - we'll be here to assist.

Kind regards,
Ilyas.

[Ginger1]

Hi,

It is now 6 weeks since our house phones were cut off, just wondering if VM had an sort of update on what the solution will be.

We have had the new cable modem but it is a lot worse than the old one. Finally  we though we had the phone connected today as a friend tried to get it working but shortly afterwards just strange tones from the phone. After the phone was plugged in not only did the phone not work but the internet speed dropped to old dial up and has not recovered even when the phone was unplugged again. Multiple reboots tried. We are only trying to use the VM supplied phone. By slow I mean you watch an email loading but that was sometimes normal for us but not all the time.

Is it possible to switch the previous hub to at least get the internet working as it no longer seems to work as I guess no longer authorised.

The phone is still not accessible as it is not in the house. 

[Ginger1]

Still looking at the VM information on landline switch and it still says we should not have been switched if there was no mobile signal. We still have our non working landline stuck in the roof of the house. It used to be in the house. Below is VM info.

Will the Emergency Backup Line work in my home?

When making calls to emergency services, the Emergency Backup Line connects to any available mobile network, which means the device will work wherever there’s mobile coverage.

However, in areas where there’s no mobile coverage, our Emergency Backup Line won’t work. We want to make sure that you’re always safe and can contact emergency services which is why we won’t offer our fibre phone line to customers who live in areas without mobile coverage.

[Sabrina_B]

Hi @Ginger1 👋.

Thanks for reaching out to us, apologies you are still having issues with your landline. Could you please join me in a private message so that we can look a little further into this. Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
 

Thanks.
 

Sabrina

[Ginger1]

Thanks Sabrina,

I have replied but this was more to update others with similar problems as I keep being sort this on private chats and might be useful to others.

Also a reach out to the community to see if anyone else had managed to get similar problems solved since Ofcom got involved and the rollout was halted but now restarted. Or do we each need to go to Ofcom.