Virgin Media Community

[Nik_B]

Hi VM

Posting on behalf of elderly mother-in-law who is house bound and has a home call fall monitor linked through phone line.

Discovered earlier today that Phone line is not allowing incoming/outgoing calls and there is no dialling tone out. When dialling her number you get an automated message saying “sorry this number is temporarily out of service”

Phone is connected through wall socket and all cables and connections have been double checked.

Online Service status does not detect any issues in local area.

I have contacted VM customer support on 150 (18/2/2023 @ 0900hrs) who advised that there is a local outage in her area and that the resolution date is 23/2/2023.

The mother-in-law is registered as vunerable and in regular contact with family, GP and carers due to poor health, a phone outage of 5 days will cause significant complications to her care.

Can you please help?

Regards
Nick

[jb66]

If there is a 5 day outage the careline can provide an alternative alarm so that it connects via mobile phone rather than the regular telephone line 

[Tom_W1]

Hi @Nik_B thanks for your post here in the Community, although we're sorry to hear of your concerns raised regarding your Mother-in-Law's landline.

If the team have advised there is an area fault, I'm afraid there isn't anything further we can do from here until the fault is resolved.

The online service status may not have been updated as quickly as the agents' tools, but we'd recommend keeping an eye on here for any further updates regarding her landline status.

We hope this helps and if you need any further support, please let us know.

Many thanks

[Nik_B]

Jb66

Many thanks for your suggestion. It would appear the fall monitor is still working even though we cannot make or receive calls. 👍