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Frustrated by landline problems

Lynnzer

Member
I've been connected to YouFibre 1000 for around 8 weeks now. The broadband works fine. The phone is a different state of affairs though.
At first as soon as the number was transferred from my previous supplier (EE) it connected as it normally did, though there was a few things that didn't do as well.
Connection was taking longer than usual, sometimes when I missed a call and did a 1471 it didn't or couldn't say what the number had been. Incoming calls from callers virtually on my doorstep came up as from outside of the area. I still got them through though.
Then around a fortnight ago everything went belly up. All callers to this number (apart from Youfibre) got the message "The number you are trying to reach is currently not available". The same occurred whether the incoming call was from a landline or mobile.
On trying to call out I get an engaged tone even though I know that the number I'm calling isn't engaged.
I have had a few chats with their support team but to date nothing has been resolved. However today I had another chat after once again trying to call out. The funny thing is that I called 999 first just to see if the very basic but essential contact number was showing as engaged. It wasn't. I hung up before the 2nd dialling tone to prevent a nuisance call. While it was connecting though I heard murmurs on the line as if there was a crossed connection. I didn't dare try it again though.
Then I called the 0800 number to contact YouFibre support. Just to see what that did for me. It actually got through so the conversation continued on the landline. The support team member told me he'd call me back on the landline if I hung up, and if he couldn't reach me he'd call my mobile to let me know. Surprise. He called me on my mobile. What happened when he called the landline that it just went into a time out.
I then suggested to him that I'd try to call my wife by adding 0044 at the front of her number. Well that got straight through. However she couldn't call me back even when she added the 0044 to the landline number. All of this was happening with the support team member listening so he understood what was going on.
Then I lost my mobile connection as I'm in a poor reception area so that ended that.
They know the problems from our conversation at least so I hope they have sufficient info to sort things out.
I just don't seem to be getting any further with things though.
I was told that the team looking into the problem made some changes yesterday. I wasn't aware of that and in any case they have done nothing to remedy the problem. All they need do is to call my number and they'll see right away that it isn't fixed. I'm just being left in no man's land here.
 
I was worried when I read your post as my phone has just ported and gone active today and until I restarted my ONT, was seeing the same as the above.

Out of interest, what is your setup?

Are you:
1) Adtran 622v (ONT) + Eero (Router); or
2) Adtran 621 (ONT) + Arris (Router)?
 
Has automatic compensation been requested? https://support.youfibre.com/hc/en-gb/articles/360019870538-What-is-automatic-compensation-

Should speed things up.

Although we’re not yet part of Ofcom’s Automatic Compensation Scheme, we believe in its principles and are dedicated to providing you with the best service.

We take any disruption to our customer's service incredibly seriously and we work as hard as we can to get service restored as quickly as possible. On the unfortunate occasion where this is not possible to get you connected within 48 hours. We use the Ofcom Compensation Scheme as a guide to allow us to compensate you fairly for the inconvenience.
 
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