static / crackling on line

[venables]

I dont use my landline much but when I do, I used to get relatively frequent issues of static on the line. Reconnecting solved it.

Since VM did some work in my area (area 7, SN12) it has got worse. Maybe 50% of calls I make have to reconnect.  I have replaced phones, and still same issue.  Phones plug into a wall socket, not the hub

There seems to be no way to chat to anyone about phone issues, but the support phone call line is just far too long to use, I waited an hour on hold last time.

Any thoughts?

[Carley_S]

Hi @venables

Welcome to the community 

Sorry to hear you're having issues with your landline at the moment.

Can you confirm if you're phoneline is plugged into the main master socket or into an extension?

How many pieces of equipment are connected to the phone line?

There are a few troubleshooting checks I will need you to perform to see if they are successful in resolving the issue. Can you: 

• Check the phone is seated in the base unit correctly & powered ON.
• Remove all other equipment connected to telephone sockets.
• Unplug the phone and check another phone directly into the main socket ensuring this is a VM socket and not one with a BT or Sky logo. If no alternative handset is available then ensure the original phone is plugged into the main socket with no other pieces of equipment being plugged in.

Let me know if any of these checks work at all, or if anything changes with the dial tone. 

[venables]

Hi Carley_s

The phone is a multi-handset panasonic system, plugged into the main socket. It is an old Telewest Broadband socket, as the connection was done by a previous occupier and I moved in over 15 years ago.

I do have a standard phone somewhere but I'll need to run down sometime when I make a call to see if it still makes static noises when I connect a new phone.  It doesnt matter which handset I use either, so isnt a handset issue.  The phone base station is downstairs, the Hub3 is based in my office, on the floor above.

No other kit is connected to the phone lines, although extra sockets do exist in the house and have been done again since before I moved in, but the static is relatively new.

[Carley_S]

Thank you for confirming this @venables. Let's take a look at your services and investigate this further. Please join me on private message so I can locate your account and pass account security. You can see your private messages at the top of the page, in the envelope icon. 

[Carley_S · Accepted solution]

Thanks so much for your private message @venables, I have now booked you a visit for landline issue – 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 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.

[venables]

I'll need to reschedule but I'll get that done.

Thanks again
Kev

[venables]

The engineer came out today, and has swapped me over to a VoIP service now to resolve what he thought was the issue.

It took a few hub reboots to get the phone line working but all seems good now.

Thanks for the help

Kev

[Carley_S]

Hi @venables

Thank you for coming back and letting us know this has all been resolved for you now. Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the community forums if needed :).