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crayfish1
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Phone line down

Home phone line dead, it is not our phones, it is the line.

Unable to contact VM by phone or webchat .Have managed to send a message to complaints but I cannot wait 28 days for a response, I am an NHS worker and during covid crisis I may need to be called in to hospital to cover staff shortages.

How can I get hold of someone to arrange for an engineer to investigate and fix this fault urgently?

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Zak_M
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Re: Phone line down

Good morning @crayfish1 

 

Welcome to the forums and thank you for taking the time to post. 

 

I am sorry to hear that you are having some issues with your landline. 

 

Are you able to let me know do you have a dial tone? 

 

Kind regards,

Zak_M

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crayfish1
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Re: Phone line down

No, there is no dial tone on any of our phones.

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Zak_M
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Re: Phone line down

Thank you for coming back to me, 

 

I can confirm that we are going to need to send you out an engineer. 

 

I have taken the opportunity to book this for the next available appointment, you can find out the time and date by visiting your my virgin media account

 

Kind regards,

Zak_M

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crayfish1
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Re: Phone line down

 Thank you for your prompt response, it is much appreciated.

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Zak_M
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Re: Phone line down

No problem at all. 

 

Please do keep us up to date and let us know how things go. 

 

Kind regards,

Zak_M

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crayfish1
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Message 7 of 22
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Re: Phone line down

Hi

The engineer came today and we have a landline now! However he did not investigate nor fix the phone line but instead it comes through the router (VOIP).

My question is, what happens if we lose our broadband, presumably we also lose our landline? Is this an acceptable alternative to a separate phone line?

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John_GS
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Re: Phone line down

Hi crayfish1

 

Thanks for posting. 

 

Is the account flagged as vulnerable account in case of a outage? If so, we can fit an ebul on to the account

 

Kind regards,

John_GS
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Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill

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crayfish1
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Re: Phone line down

Hi

What is an ebul?

We are not listed as vulnerable but do need to be available to be called in emergencies and I am feeling 'vulnerable' now that I have lost the actual phone line! We don't even know why our line went dead as the engineer didn't investigate it. 

Another thing is that our bedroom phone is analogue, plugged into the phone socket. I have kept an analogue phone precisely because it will still work in a power cut, the digital ones don't. Now we have lost our phone line, we are reliant on the broadband which can go down for reasons including power cuts. 

Is it not better to have an independent phone line? 

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John_GS
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Re: Phone line down

Thanks for coming back to me.

 

An ebul is an emergency back up line, that basically means if the internet ever goes down, you'd have a back up which would power the phone line. These are only available to vulnerable customer accounts.

 

Kind regards,

John_GS
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