Problem with phone

[Jay2866fod]

Hi,

I hope someone can help me. We have a problem with our landline phone, it keeps ringing sporadically and when trying to answer it theres no one there and its crackly. If I try to ring out theres no dial tone and again all you hear is crackling. I’ve tried ringing in from my mobile but my mobile is ringing out but the landline only occasionally gets the call and when it does after a few seconds it disconnects the call. I borrowed another phone from someone to test if its the phone and all the same things happed so its not the phone.

I rang the helpline but wasn’t very helpful, they tested the line and found no problems  but as i’ve now tested another phone with the same problems it must be the line. Can you help me?
i’ve also got a problem when I ring the helpline I don’t remember my password so how do i get this changed?

thanks

[Ayisha_B]

Hi @Jay2866fod,

Welcome to our Community Forums and thanks for your post.

I am sorry to hear you're having some issues with your landline and apologies you didn't have much luck when you spoke with our team.

Thanks for trying another handset. As the issue still persists, I'm going to pop you a PM so we can confirm some details and take a closer look into this.

I can also assist in getting your memorable password reset providing you can pass alternative security, otherwise I can request a password reminder letter.

Please keep an eye out for the purple envelope icon in the top right hand corner of your page for my message.

Speak soon 🙂

[Ayisha_B]

Thanks for confirming the requested details via PM @Jay2866dod,
I've booked a technician for you to come out and have a look into the issue with your landline. You can find confirmation of the visit via your online account.

Please let me know if there are any problems with the date or time and I can look to reschedule this for you. In regards to the appointment there are some details you need to know about. There will be no charge for this visit unless:

•The technician diagnoses the faults as not being caused by our network/equipment 
•The technician discovers that the fault or problem relates to your equipment
•The technician discovers that the fault or problem relates to any system that we are not responsible for

The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.

Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can also do this online or via the MyVM app by 4pm the day before the appointment.

If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.

Let us know how the visit goes!