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Lindsand
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Landline Out of Action

I reported my landline not working over 10 days ago - last Saturday I had a visit from a Virgin engineer who discovered that the cabinet on the street was the fault as it had been hit by a car. He could not fix the fault and promised he would contact his supervisor who would contact me. What happened ... nothing. No contact in over a week, I am paying £19 per month for a service I am not getting. Help me please.

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Dave_cq
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Re: Landline Out of Action

Suggest you contact the UK based Retentions Team on Monday morning during normal office hours.  They can deal with all sorts of issues, not just retentions.

Obviously you don't have a VM landline now but if you have access to any other phone ... 0345 454 1111 and select the prompts  1  >  4  >  5  to 'Thinking of leaving us'.

 

********* SuperHub 2ac - Asus rt-ac68u Router - Vivid 100Mbps **********

Electron

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Dave_cq
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Message 2 of 21
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Re: Landline Out of Action

Suggest you contact the UK based Retentions Team on Monday morning during normal office hours.  They can deal with all sorts of issues, not just retentions.

Obviously you don't have a VM landline now but if you have access to any other phone ... 0345 454 1111 and select the prompts  1  >  4  >  5  to 'Thinking of leaving us'.

 

********* SuperHub 2ac - Asus rt-ac68u Router - Vivid 100Mbps **********

Electron
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Forum Team
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Message 3 of 21
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Re: Landline Out of Action

Hi Linsand

 

I'm really sorry to hear about the problems you're experiencing with your telephone service lately.

 

I've taken a look at your account to run some tests on the line and I'm not seeing any planned action so I'd like to chase this up with the team from our end. I'd need to request some additional information to do that, which I've sent you a private message requesting.

 

You can view the message by clicking the envelope on the top right of this page.

 

Talk soon

Craig

 

 


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Lindsand
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Re: Landline Out of Action

Replied to private message on Monday, it is now Saturday still no communication of any type - gotta love Virgin Media.

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Re: Landline Out of Action

Hi Lindsand

 

Did you receive my response to your private message? Sent at 12:46 on Monday.

 

I've alerted the teams in your area and I'd expect for you to hear back soon.

 

Take care

Craig


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Lindsand
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Re: Landline Out of Action

No I got your first private message I replied to it on Monday and then heard nothing. I spent half an hour on the phone today and now have a cabinet doctor appointment but they can't say when, I spoke to three sets of people no one I spoke to seemed to know anything and had no record of anything being booked, at least I managed to get a refund on line rental but I am not happy.
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Re: Landline Out of Action

Hi Lindsand,

 

Thanks for the response, I sent you two mesages on Monday, the second of which was at 12:46.

 

Apologies again for the inconvenience caused, a member of the team will be in touch soon and we'd love to hear how it goes.

 

Take care

Craig


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Lindsand
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Re: Landline Out of Action

Well another 12 days have gone by, no contact from Virgin, and still no landline. The whole system is a farce.

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Message 9 of 21
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Re: Landline Out of Action

Hi Lindsand

 

I've had word back from the team in your area that work on your local cabinet is a top priority. 

 

They are currently waiting for parts to be delivered, as soon as that happens I've been assured immediate action will take place.

 

Sorry again for the inconvenience you're experiencing

Craig


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Lindsand
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Message 10 of 21
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Re: Landline Out of Action

Thank you for a reply, but really over one month with no phone line is not acceptable, I cannot believe that parts for cabinets are so specialised.

What they need is someone to come along and fix it it has been partially knocked over whith a car tyre wedged under it for over a month, I cannot believe that "parts" can even have been identified in the state it is in.

What is even more annoying though is the lack of contact from anyone as to any progress, despite many promises nobody has contacted me directly by email or phone, that is poor customer service. The only time I get a reply is when I post on here, and then it always promises some action that never materialises..

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