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Renewal Contract

Grace2 — Mon, 24 Feb 2025 11:59:31 GMT

This is ongoing nightmare. Time to renew contract, wanted to keep same broadband & landline. Would not let me, had to go digital voice, which I did not want as poor signal/ power cuts.
Forced to take it, given date for connection 10th Feb, broadband fine as staying the same, landline went dead even though I followed all instructions.
It is still dead, no phone at all. Phoned, emailed, texted. Told it will take 48 hours, fault escalated etc, still not working. Still took my direct debit though.

Any advice greatly appreciated .

Re: Renewal Contract

imjolly — Mon, 24 Feb 2025 12:07:57 GMT

assuming you have connected phone to green socket on back of hub can you go to hub manager 192.168.1.254 into address bar then can you see your phone number and if so is it active?

Re: Renewal Contract

Grace2 — Mon, 24 Feb 2025 13:37:27 GMT

Yes, I plugged phone into green socket at back of hub and nothing.
When I did get through to human, they acknowledged there was a fault at their end, he could do nothing till escalated it with colleagues, should take 48hrs. That was 18th Feb. I phone them tell the problem, on hold for ages back & fore, then they tell me it’s their fault, will soon be rectified, I wait, days later still same. I feel I am being fobbed off, but still paying for phone I have not got.
Thank you for replying, I am away from house at present and can’t do hub manager.

Re: Renewal Contract

Christopher_G — Wed, 26 Feb 2025 12:25:06 GMT

Hi @Grace2

Welcome to the community.

Do you have any updates since your last post? Have you had a chance to take a look at the hub manager, like @imjolly suggested?

Chris

Re: Renewal Contract

Grace2 — Wed, 26 Feb 2025 14:05:07 GMT

Back on the phone, got a very helpful lady, Coral from Dundee. Traced the fault to the Specialist team not doing what they were supposed to when. Phone up and running next day! After two very stressful weeks! She is going to contact me regarding compensation as was paying for phone I did not have, fault was theirs. Hopefully will be sorted. Thanks.

Re: Renewal Contract

Christopher_G — Wed, 26 Feb 2025 14:08:59 GMT

Thanks for sharing, @Grace2

I'm glad it's heading in the right direction. Let us know when Coral has been back in touch. Hopefully it's all sorted soon.

Chris