Forum Discussion

Jeni's avatar
Jeni
Superfast
2 years ago
Solved

What to do when internet goes down

Earlier this week (Monday) we had a problem with our internet and of course I then realised we had no telephone either as we were changed to a digital line via the Hub last year.  So I thought I woul...
  • Roger_Gooner's avatar
    Roger_Gooner
    2 years ago

    Some VM customers are entitled to an EBUL, a phone which is connected to the hub and has a rechargeable battery. In the event of a network or power failure the phone can make a call using the SIM card inside it to, I believe, a few numbers such as 999, 112, 150, 111 and other key services like gas and electricity priority numbers, but you cannot call your neighbour or care company. You can see what this EBUL V3 looks like on page 38 of the phone guide.

    http://www.virginmedia.com/phoneguide 

Jeni's avatar
Jeni
Superfast
2 years ago

Thanks Ilyas.  I had not expected to be able to make any calls if there was a fault in the area - this would affect my neighbour too of course and I would then expect VM to know about it and be working to fix it.  I am just a bit surprised and concerned to find that if it is just us that has a problem then there is absolutely nothing we can do, except rely on our neighbour to be in and not away for a couple of week's holiday!  We do know another lady who just has VM phone and TV, no internet.  She has one of the Emergency boxes fitted as she has health issues, so I thought that maybe the line operated via her TV connection or via a mobile connection and was not reliant on having internet connection at all.  During our problem over the last week we had full TV service - it was just the internet and telephone affected.

Ilyas_Y's avatar
Ilyas_Y
Forum Team (Retired)
2 years ago

Thanks for the reply Jeni 🧾

The area faults will be dealt with VM directly as the reports grow - then an area ticket is raised and the fix time is given by the network engineers depending on the size and the scale of the faults.
In relation to single line faults or single property faults, they need to be reported in so we can get a log down and try to resolve them remotely or through an engineer booking, if a customer has any mark on the account as a priority customer then we will be able to attend sooner.

Kind regards,
Ilyas.