Telephone Line: Recurring 'Switch'/'Port' Fault + Missing Call Features
Hello everyone -
Greetings from Belfast!
Since October, there have been 3 separate instances of faults with my telephone line. I have been a Virgin Media customer since 2016 and never encountered any issues with this aspect of my service before - which makes it particularly concerning.
On all occasions, the issue has been traced back to the Connection/Junction Box serving my local area. There have been no localised problems identified either within the Termination Box at my property, or the internal/household telephone cabling.
The first 2 faults related to making and receiving calls. The most recent issue relates to the loss of Call Features (i.e. 'Last Number'/1471 and 'Caller Display').
I have opted to use the VM Community Forum, as I just cannot take another call to Customer Services/'150'. It took me 35 minutes to get through to the Contact Centre to report the first issue and 28 minutes for the second. However, the third occasion necessitated 3 attempts - I was disconnected TWICE - having waited for 65 minutes and 64 minutes respectively. The third attempt gleaned an answer, after a mere 17 minutes - although I did have to call the following day at 08:03 to secure that prompt response!
I should point out that on the 2 previous incidents, the Engineer advised me that a replacement connection plug was required and that my line was moved to a different service port/switch. At the moment, if I attempt to use 'Last Number'/1471, I receive an automated message stating: "Sorry, the service requested is not available from this line"
I am one of those countless individuals across the UK, who find themselves in a 24/7/365 pro bono publico Care Provider role. In my case I look after my 80yo mother. Virus or no virus, vaccine or no vaccine, life and living have continued unabated for me in 2020! I also face the additional challenges of long-term mental and physical health issues myself.
Despite digital forms of communication being the norm, I have continued to retain a PSTN fixed-line in my home. I still opt for using my landline, over my mobile phone. Therefore, my fixed-line is in regular/daily use. My mother is still able to use a "traditional" telephone. Not only does this make it important for ensuring she can maintain contact with extended family, friends and neighbours. But, critically, she can request emergency assistance, should I (for whatever reason) not be present.
Any assistance or intervention, on the resolution of the issues relating to my telephone line, would be sincerely appreciated at this juncture.