Our landline has no dial tone (Northampton area). I don't want to book an engineer and be charged if it is a simple fix. I have run the online test which didn't find any fault. I've also plugged the base unit into a different socket and still no dial tone - just a faint hiss.
When I ring the home number from my mobile, it goes through to voicemail without ringing in the house.
So, after waiting in for 3 hours, I've been told by Virgin that the engineer's visit was cancelled. Nobody bothered to let me know! So I now have to make up the hours at work that I missed (for no reason) due to getting home for 4pm as the engineer was booked for the 4-7pm slot.
Whilst on the phone finding this out, I was told that an engineer HAD visited and replaced the hardware. Well that didn't happen as I'd have noticed - a) somebody on my property and - b) THE PHONE WOULD NOW BE WORKING!
I have asked about complaints procedure and been told that it will be internal action - how do I go about raising a complaint that I can follow?
Thanks for keeping me updated. I cannot apologise enough for the no show. This is clearly a problem especially as you made arrangements with work to be there.
When the engineer's allocation gets cancelled you should have received a text message to the mobile number registered on your account. I believe the confusion about them visiting relates to the area fault. They'd attend the external fault and try to fix it from there.
Having spent ages on the phone to Virgin yesterday and arranging another appointment for an engineer, I've had a text today with the wrong timeslot on it. Are you in a position to access the appointments?
I had booked for 4pm-7pm on Thursday 17th March, but the text says 12pm-4pm! As it is an automated text, I can only cancel the engineer (which is no good to me).
I really don't want to have to go through the nonsense on the phone again that I had last night.