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Ginger1's avatar
Ginger1
Tuning in
2 years ago
Solved

No phones compatible with our VM Hub

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...
  • goslow's avatar
    goslow
    9 months ago

    Am I right in understanding that your issue of no phone line has been going on continuously since 4/9/23? If so that is staggering (even by VM's low standards of support).

    Your Binatone B100 phone is a 'modern' phone and is as simple as you can get. I use one myself for basic landline testing because it is so simple.

    If you have used three of your own phones plus the VM FW500 backup phone and can't get the landline to work then it is pretty unlikely you have a phone handset problem.

    I hope you have kept good records of all VM's bungling antics with your phone switchover fault because you will be eligible for compensation

    https://www.virginmedia.com/help/billing-and-payments/automatic-compensation

    which was £9.33 per day in the last financial year so from 4/9/23 to date that will be something of the order of £2425.80 that VM owes you

    I think if my phone been cut off for that long I would be complaining to anyone who would listen! As this appears to be a bungled telephone switchover (which has been a recent hot topic in the news) I would suggest seeking advice from OFCOM and also your local MP!

Ginger1's avatar
Ginger1
Tuning in
5 months ago

Just to update the community

We still have no landline and have been cut off for over a year. Now they are saying it is too late to get our landline repaired as they have removed the equipment. Anybody else stuck in this loss of phoneline mess. We are still being charged for a line that does not work for over a year. Copy and paste below is our last response.

Re: No phones compatible with our VM Hub

Thank you for your reply, I am unable to support your complaint by email, but I can provide my final review over the community

 

I have chased the Manual review by the Auto Compensation team however this will not change the resolutions already offered.

 

1) We book another appointment and complete the re-wire within your home for the landline services. 

2) We cancel your services with 30 day disconnection notice and you can go to an alternative provider. 

 

We have made you aware that we are unable to revert your service to the old copper line, this no longer is an option in your area.

 

We have also given advise about the EBUL system that works as a backup line, I do understand that you have stated you have limited mobile signal in your house. I am not sure who your mobile provider is, but our coverage checker shows O2 has 4G Good indoor and outdoor mobile signal at your house. 

 

This coverage would give you the ability to make and receive calls in the event of a power outage I do appreciate that this can vary depending on the property but will always remain open to you.

 

I can see that you have declined to offer to re-wire your house to reposition the equipment, but this offer also remains open and will ensure you have a working Land line powered by our router (VOIP)

 

Once I have received the review back from out Auto compensation team if you remain unhappy with the resolution offered all I will need is the resolution you are seeking and if we are unable to agree on a resolution we will be at deadlock, and I will send over details on how to have your complaint taken to independent adjudication.

 

If I have missed something you feel is relevant to your complaint, I would be happy to answer those questions over the community.