Phone line cut off too early

[Odin5]

I had an online chat with one of your agents this morning to change my package. I have changed to volt M250 fibre broadband and O2 sim from 13th December 2022 when my other contract runs out. I still have my M350 fibre broadband, my TV and I should still have my anytime calls home phone line.

After talking to your agent and everything was sorted my broadband hub reset itself and after it rebooted we still have the TV, and M350 broadband but we have no telephone service and we should have that up until 13th December 2022.

I looked on my account and it’s showing all services up and working but we have no phone. Can someone please tell me what’s going on as I’m paying for all my current services up until 13/12/22?

[Ashleigh_C]

Hi there @Odin5

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

I am so sorry to hear that you are facing this issue with your services! Can I check is the phone connected at the wall or at the Hub? 

If it is at the wall have we sent out an adaptor at all? 

Thank you.

[Odin5]

On the hub

[Ashleigh_C]

Thank you @Odin5

Are you able to try the connection in another port? Are you also able to try another handset at all? 

Just to confirm is this connected via an extension at all?

Thanks again.

[Odin5]

Virgin media sent a connector through the post and we connected it from the wall to the port at the top of the hub that says phone line in October when things changed. It’s been fine until today, on changing packages online with Virgin the hub was rebooted by Virgin media. I did unplug the adapter and plugged it in again but the phone still says check phone line and there is no dial tone. I’m wondering if the agent did something at his end and has cut our phone line prematurely. Failing that it may be a massive coincidence and the phones in the area are down, but I doubt it.

If our line has been cut off prematurely we should not have to pay for the line rental.

[Ashleigh_C]

Thank you for confirming for me @Odin5

I think it would be best for us to take a look and get an engineer out. I will pop you a PM so we can arrange this.

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

Thanks again. 

[Odin5]

There’s no point in sending an engineer out as we would not have the phone line in 12 days anyway as I mentioned previously we are getting rid of our landline and TV on the 13 December 2022. Why can’t we have a credit for the line rental we have lost (12 days) even if there is a small credit to our bill? So please don’t send an engineer 

[Steven_L]

Thanks for coming back to us Odin5, if you could reply to my colleagues private message, we can look into this instead of sending out an engineer.

Kind regards,

Steven_L

[DavidSJR]

We had the same problem.  My wife need the landline because our mobile reception in the area is sometimes poor.  We have advised everyone - family, friends, doctors etc to use the landline in an emergency and that we will do the same.  
I spent about an hour on the phone trying to explain this and that cutting us off without warning was not really acceptable.  In fact, I think it is a breach of contract.  I was told an adapter box would be sent to enable switching to fibre-based phone, but with the postal strike and Christmas - who knows when this will arrive?  Will we then need to wait for an engineer to connect it up?

[Odin5]

The adapter will plug into your Virgin hub and your phone line will plug into the adapter. You can just plug it in yourself you will not need an engineer. 👍🏻