I have been a subscriber to Virgin and previously Telewest for many years.
Now I have a phone fault and making contact with Virgin is impossible. Obviously I cannot use the phone because the line is faulty and trying to chat on line for the last two days is impossible because I am asked to try later.
Also I made an attempt to book an engineer but received a message saying this could not be done on line and to use the phone - but it does not work!
Welcome to the Community, I'm sorry to hear about the problems you're experiencing in trying to get in touch with us and for the issues when your phone line at the moment.
I've been able to locate your account and run some tests on the phone line from our end for you, we're detecting some errors and I'd like to arrange for an engineer to come and take a closer look, if you're available?
I've sent you information regarding this in a private message, which you can view by clicking the envelope on the top right of this page.
I am having the same problem! I tried to make a call three evenings a go and thought that the problem was with my friends phone.
I have asked a couple of friends to ring me, but nothing. After the dialing tone the phone just goes dead. My husband has also tried ringing our landline from his mobile with no success either.
Yesterday afternoon however, I caught the latter end of an automated voice message which mentioned something about "service provider" and "sorry for any inconvenience". How that got through I don't know, but the phone is still not letting us have inbound/outbound calls.
I don't know if this could be the reason or not, but there have been 2 engineers working on a green phone box around the corner for about 2 weeks - Open Reach(????)
Oh dear! How does your telephone number get stolen I wonder. Do keep us informed of the outcome.
I still have 2 days to wait for the engineer to call.
Like you I also have Virgin TV and internet in a package , but if things don't get resolved by this side of Christmas I'm off to another provider.
Just as a matter of interest, do you have ultra fast broadband? I do, and until recently it has been excellent. However, over the last few days the download speed has varied between 205MBps (excellent) to 40MBps. Even 40MBps is good, but the service does not provide what it says it would.
Apologies again for the inconvenience you're experiencing with your telephone service, I'd love to hear how the appointment goes later today and we'll be here if you need any assistance moving forward.
Thanks for taking the time to let me know about this, I'm glad to hear the line is working as it should.
We don't expect you to pay for a service you've not received and I've sent you information regarding that in a private message, which you can view by clicking the envelope on the top right of this page.
Apologies again for the inconvenience caused, we'll talk soon.