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dmcdream
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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.

Thanks In Advance,
Allan

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Alex_RM
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Re: Telephone Line: Recurring 'Switch'/'Port' Fault + Missing Call Features

Hi Allan, 

 

Thanks for posting and welcome to our community 🙂

 

Hope you had a lovely Christmas! 

 

I'm sorry to hear there's been some problems with the line.

 

Just to confirm, is the line now working? It's just the 1471 and Caller Display features that there is still an issue with?

 

Alex_Rm

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dmcdream
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Re: Telephone Line: Recurring 'Switch'/'Port' Fault + Missing Call Features

Hi Alex_RM - 

Thanks for getting in touch.

Yes the line can handle both inbound and outbound calls.  Just to also clarify, there is NO noise/distortion present, when using the line.

The issue seems to solely be the ability to use Last Number/'1471' and Caller Display.  Strangely, VM Voicemail/'1571' is functioning as normal.

I hope that information helps.

Regards,

Allan

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Corey_C
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Re: Telephone Line: Recurring 'Switch'/'Port' Fault + Missing Call Features

Thanks for replying, Allan,

 

I'll have a landline specialist get the services reset for you. Are you able to check now?

 

Cheers,

Corey C

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dmcdream
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Re: Telephone Line: Recurring 'Switch'/'Port' Fault + Missing Call Features

Hi @Corey_C & @Alex_RM - 

Apolgies for the delay in responding to you!

I can confirm that both the 'Last Number'/1471 and 'Caller Display' features, are now working again.

I'm very grateful for your assistance in resolving this issue.

Kindest Regards,

Allan

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