Phone line switchover

[dianas1968]

Last week, I received an email saying that our phone line would be removed "at our request". I phoned my husband and he called the call centre to find out what was happening. Basically, with this whole switchover to the internet phone line business, we never received any notice of anything happening - no adapter, no letter, no nothing - so, of course, we never switched over. On the call with the call centre, for some reason an engineer was arranged for the beginning of December to come and sort us out.

The next day, my husband asked me if I'd received an email confirmation of the change, and I hadn't. This, in itself, worries me because I have to wonder what the heck is happening and if the change was put through properly. Am I going to wake up on November 22nd to discover that we no longer have a phone line?? 

Why did we never receive this letter/internet adapter? How can I be confident that everything has been properly arranged? Why did I never receive an email confirmation?  I have the primary account email, which is why I received the notice while it's hubby's name on the account. Can someone please confirm that things have been handled correctly here?

[Zach_R]

Hi @dianas1968,

Thank you for your post and welcome back to our community forums. We're here to help.

I'm so sorry to hear that there appears to be some complications regarding the landline service. I'm going to send you a private message in a few moments so we can take a closer look at things and go from there.

Please respond to this when you can and we'll proceed from there with this.

Thanks,
 

[Zach_R]

Hi @dianas1968,

Thank you for getting back to me via private message so promptly. I'm glad that we were able to investigate matters and assist you further with this.

Please do let us know if there's anything more that we can assist you with.

Thanks,