Jeni
Superfast
Joined 15 years ago
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Re: No Picture
Thanks nodrodg - the problem seems to have resolved itself for now - but I am still left with the problem of how to contact VM if I have any future problems. Phoning 150 has always given me some options to choose from and eventually takes you to a human being. It now seems to be just AI generated and if you don't have a mobile phone to give a number so they can text you, it just cuts you off.28Views0likes0CommentsNo Picture
We had a problem this morning with sound but no picture on any TV station. Tried rebooting our V6 box- no difference. So I thought phone 150 and report a fault - what a useless system this now is. I went through all the AI prompts and said TV box fault - so I then got a message on how to reboot my hub if I cannot get internet access. I was also told a message would be sent to my mobile phone so enter your number now. Now I realise that I am the ony person in the world without a mobile phone but the system just disconnected me when I could not give one. Any advice on how to contact a human being to report a fault in future?? The fault on the TV seems to have now rectified itself for now so not screamingly urgent - but what do I do when it happens again?43Views0likes5CommentsRe: What to do when internet goes down
@Roger_Gooner - Thanks for this info. I shall have to enquire further whether this will solve our problem or not. But if it connects your phone in an emergency via mobile network to 150 then hopefully it will. Our main problem last week was that I had no way of knowing whether it was a general outage or just us and then had no way to contact VM to order an engineer visit.1.8KViews0likes0CommentsRe: What to do when internet goes down
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.1.9KViews0likes1CommentRe: What to do when internet goes down
Thanks for the suggestion - but how would this help if it is a fault on the VM line coming from the box up the road to my Hub? It was not a fault on my router on anything else inside my house. Plus to be honest the equipment you have suggested would cost nearly £400.1.9KViews0likes1CommentWhat 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 would use my old PAYG mobile - not a smartphone sadly - and found that the call to report this fault took 17 minutes with all the taped messages and the final result was that I was sent a link to a website to report the fault, which of course I could not use. To add insult to injury the call to VM actually wiped out all my remaining credit too! So we were completely stuck without any means of contacting the outside world. Luckily I realised that one of my neighbours was also a VM customer and they kindly let me make a call to VM from their house. I was less than thrilled to be offered an engineer appointment this Friday - and I pointed out that we were supposedly registered as vulnerable customers (old age, medical condition). A VM engineer was then booked for Tuesday - did not turn up - so I phoned again and got told Friday again but then they relented and said an engineer will come today but cannot give you a time. He turned up an hour later and corrected the fault. He was brilliant and explained the fault was on the VM box up the road. Sorry, long winded story, but to illustrate how cut off you are if you do not have a smartphone as back-up. We do not have one, have never considered we needed one and only use an old mobile phone in case of emergency. Can anyone suggest a solution to this please? There was mention of another box which would allow telephone calls to be made if the internet went down (?Emergency Backup Line?) but this was not offered to us when we changed to the digital line and I thought we can call 999 on our old mobile if we needed to. Does anyone know if it would also enable us to call VM to report a fault and book an engineer if we need to in future? If so, how do we get one. Thanks for any help and any suggestions on how to dealwith this.Solved2.3KViews0likes12Comments