Since change to Hub - Landline clicks after a few minutes and then cuts off

[barneyrubble43]

Hi All, hoping someone can help me here.

We have been having issues ever since we cut over to the new hub fed phone system.

The phone line is not very clear, and then for some reason, starts clicking, and after a few minutes it then cuts off. 

We used the virgin supplied rj11=> BT adapter, and the handsets are BT 4600 - which have 3 DECT handsets. These were working absolutely fine until the switchover.

This is really frustrating. My wife does like to talk on the phone, and she keeps getting cut off!

Anyone else getting this or is it unique - i suppose it could be the handset, but why would it suddenly start acting up immediately after the migration?

[barneyrubble43]

Sorry - wanted to add that this has been ongoing for the last 2.5 weeks, we have rebooted the router many times (got caught out by the status change from white to green, so thought that was the problem)

[goslow]

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@barneyrubble43 wrote:
Sorry - wanted to add that this has been ongoing for the last 2.5 weeks, we have rebooted the router many times (got caught out by the status change from white to green, so thought that was the problem)

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The problem of the call cutting off after a few minutes does seem to get mentioned quite regularly on here for customers who have switched over to a 21CV connection.

Can't recall seeing any explanations as to the reason why but you certainly aren't alone in experiencing the issue.

You'll need one of the VM forum team to advise on next steps and they will usually reply within a day or two.

[Ashleigh_C]

Hi there @barneyrubble43

Thank you so much for your post and welcome back to the forums! 

I'm so sorry to hear that you have been facing issues with your landline since your migration! 

Can I ask if you have had an engineer out to help with switch over, or did you just plug in the adapter yourself? 

Thank you.

[barneyrubble43]

Hi There, thanks for the speedy reply.

I just plugged it in myself. It happened whilst we were on holiday so when i got back i plugged it in and rebooted.

[barneyrubble43]

Interesting, I had a quick look but couldn't find anything.

Thanks for the reply!

[Ashleigh_C]

No problem and thank you for doing this! 

Can I just clarify sorry, have you just plugged this in now? If so how are things looking? 

Or did you mean you had previously just plugged it in yourself? 

Either way please do let me know if the issue is still occurring and we will move on to the next step. 

[barneyrubble43]

Hi @ashleigh_C - I meant that i had previously done it.

The issue is still outstanding unfortunately.

[Ashleigh_C]

No problem thank you for clarifying and I'm so sorry that this has continued. 

I'm going to pop you a PM so we can take a closer look into this together. 

Please keep an eye out for the purple envelope in the top right corner of your screen alerting you to a new message.

Thank you. 

[Ashleigh_C]

Hello again, 

Thanks so much for your private message, I have now booked you a visit for your landline – you can check the date and time via your online account here. If you have any issues with accessing your online account or unable to see your visit, please do let us know and we’ll pop you a message to confirm.

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 do this online or via the My VM 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.

Thank you.