Phone off hook, or fault on line?

[WelshGasman]

I have an elderly friend whose number has been engaged all day yesterday and still today.
I rang another friend to see if he had his mobile number, and he had been trying all week.
This friend actually rang me Tuesday, so at least outgoing calls were possible.

I rang BT to see if they could tell if the phone was off hook, or a fault on the line. Sadly his number is no longer with BT.

So I ring Virgin, who I am with, to see if it is their number.

I go through all the normal IVR, press 1 for this, 2 for this, only to then be told, sorry we are closed. We are open from 8am to...

Why not say that at the start!!!! 🤔

[Akua_A]

Hi @WelshGasman

Welcome back to our community forums.

Sorry to hear you experienced this when contacting us to help with your friend's phone line. We can understand the frustration caused and we will look to forward this to the relevant team for improvement.

In regard to your friend's line, I have been able to access your account and I can see you spoke to our team today regarding this. Was the issue fully resolved with our team? Do you need any further help?

Thanks,