Voicemail disappeared

[kilou31]

We've had virgin phone since 2010 & have had voicemail activated since the start. Today I went out but was expecting a call so dialled 1571 when i got back to be told I don't have the voicemail function & I need to call to set it up. It was set up in 2010 why am I expected to do it again. I haven't asked for voicemail to be removed so I don't know why it's been taken off!

[Pearce_G]

Hi Kilou31

Sorry for the inconvenience you have experienced. I have just looked into this issue for you.

I can confirm that the voicemail service has not changed for you. The diverts to the mailbox are active and the mailbox itself is active on the voicemail platform.

I do not see a fault with this service. However, if you think that there is still an issue then can I suggest that you call through to our faults team to run through in depth diagnostics whilst you are on the line.

Thanks

[kilou31]

Voicemail is Still not working, its still coming up its not set up....also for the past week we've been getting calls from people asking for Cheryl. They dial her number but the call is coming thru to us /

[Adrian_H]

Hi kilou31,

From what you are advising, I suspect that you may have a crossed line.  Do you have a mobile phone or could you borrow one? If so, ring the mobile from your home telephone number and make a note of the incoming number which appears on the mobile - is this your number?

Thanks

[kilou31]

Omg I've just rung my mobile & it's not our phone number coming up....help!

[Andrew_H]

Hi Kilou31,
I'm sorry to hear about the issues you've been having. It appears you do have a crossed line.

I've run a check on your account & can see you have a technician booked to attend your property. If you have any further issues after the technician attends please let us know immediately.


Thanks

[kilou31]

Errr has the technician appointment been cancelled by someone because I've just checked & it's coming up no appointments on the check status page. We've not heard anything & no one has been yet & we're still getting phone calls for a mr or mrs hamed

[kilou31]

Right I am now getting sick to death of being fobbed off by people who don't understand what I'm saying & don't listen when I try to tell them I have a crossed line. I have now been told the appointment was cancelled because we don't have a crossed line it's an area fault. I know several people on virgin in the area that funnily enough haven't had their phone number changed!!! I want this sorted ASAP, I'm absolutely fuming & sick of talking to people sat halfway across the world in India who have no idea how to listen to what their uk based customers are saying! I'm now seriously considering leaving virgin after seeing what the fault reporting customer service is like...you get no where fast. I would just like my phone number back, which is obviously too much to ask!!!

[Oliver_J]

Hi Kilou31

Sorry to hear your having an issue

Please can you reply to the private message that I have just sent you

Oli

[kilou31]

Replied to private message, thanks.