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Phone line installation failed, but account says it's ok

FIXED
PeteMD
Newbie
Posts: 3
Registered: ‎18-12-2019

Phone line installation failed, but account says it's ok

Hi there, I am new customer and an engineer came this morning to install a new phone line as I was moving from Virgin.  He left without demonstrating that it works - and it doesn't. 

I have a dialling tone, but when I try to call the number it doesn't ring (on either this or my old virgin line).  And when I try to dial out I get a message saying "the number you have dialled is unobtainable", whatever number I dial.  

I've tried 2 different phones in the socket, and it's the same for both.  In other words, the engineer has left me without a working phone line .  

Can't get through to customer services on the phone, and facebook message not responded to, but my Plusnet account is saying all is well - that both phone and broadband should be working.  

Please help!  

4 REPLIES 4
VileReynard
Hero
Posts: 12,586
Thanks: 366
Fixes: 20
Registered: ‎01-09-2007

Re: Phone line installation failed, but account says it's ok

Try dialling 17070 - this should tell you your phone number.

You can also try the options given of:

Option 1 is Ringback

Option 2 is Quiet line

"In The Beginning Was The Word, And The Word Was Aardvark."

PeteMD
Newbie
Posts: 3
Registered: ‎18-12-2019

Re: Phone line installation failed, but account says it's ok

Thanks for replying. The quiet line test seemed fine. 

But we now know that we've been allocated a different number from the one showing in my Plusnet account (and which Virgin released today).  But even that number doesn't ring (or ringback when I pressed 1), and we can't dial out. 

So it's a fail all round. 

PeteMD
Newbie
Posts: 3
Registered: ‎18-12-2019

Re: Phone line installation failed, but account says it's ok

I got through to support this evening and apparently we have a "crossed line" so an engineer is booked to come out on Friday.

RandallFlagg
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,915
Fixes: 75
Registered: ‎11-01-2018

Re: Phone line installation failed, but account says it's ok

Fix

 

Hi @PeteMD

 

Glad this got booked in for you - please let us know if there's anything else you need.

 

Best wishes

 

Dave