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Waqas-k
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No phone line 2 months after signing up

It has been 2 months since my broadband got installed but my phone line has still not been installed when the both should have been done at the same time. As my old home telephone number is supposed to come across to virgin I am paying for both virgin and and my old provider untill virgin takeover my phone line. All I am being told is there is a capacity issue and there is no fix date they can give me for when my phone line will be installed.
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dave45
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Re: No phone line 2 months after signing up

It took Virgin 5 months to connect me up (costing me 30-odd quid a month to the old supplier).

They discounted my package by a fiver a month.

net loss 25 quid-odd per month.

Then once installed added 19 quid a month to the package.  Odd that. fiver vs 19 quid.

AND they charge 21p per call plus 12 p per minute.

It will take you an hour on their customer disservice line (Bangalore India) to "request a refund" for the overcharges - they can't deal with it, refuse to ring you back and you have to stay on the line while they fill in a form. Amazing.

1) they are incompetent

2) you are better off without this "service"

3) their call charges are utterly ridiculous.  Probably cheaper to use your mobile for outgoing calls

4) Research DIY SIP lines and cancel virgin phone quick.

 

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dave45
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Re: No phone line 2 months after signing up

It took Virgin 5 months to connect me up (costing me 30-odd quid a month to the old supplier).

They discounted my package by a fiver a month.

net loss 25 quid-odd per month.

Then once installed added 19 quid a month to the package.  Odd that. fiver vs 19 quid.

AND they charge 21p per call plus 12 p per minute.

It will take you an hour on their customer disservice line (Bangalore India) to "request a refund" for the overcharges - they can't deal with it, refuse to ring you back and you have to stay on the line while they fill in a form. Amazing.

1) they are incompetent

2) you are better off without this "service"

3) their call charges are utterly ridiculous.  Probably cheaper to use your mobile for outgoing calls

4) Research DIY SIP lines and cancel virgin phone quick.

 

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Re: No phone line 2 months after signing up

Hi Waqas-k

 

Welcome to the Community, I'm very sorry for the problems you're experiencing with your service recently.

 

I've checked your account and can see our network teams have been alerted and as soon as there's capacity for your service a member of the team will be in touch to discuss getting this installed. 

 

Apologies again for the inconvenience caused.

Craig


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kathryn65
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Re: No phone line 2 months after signing up

I'm having exactly the same problem

Joined Virgin media 15 September and had 4 different engineer visits between then and the end of October, each time saying 'this isn't my job you need an "x" engineer'. Now we haven't had anyone come out since then despite appointments being made. We're still without a phone and still being charged the full package (although they have refunded a majority of the £19 for the first month)

 

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Re: No phone line 2 months after signing up

Hi kathryn65,

Welcome to the community.

I am sorry that you have also had a poor experience with the landline service.  I'd like to look into this for you.

Firstly, I need some details from you so I will send you a private message.  Look for the  above.

Collette.


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kathryn65
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Re: No phone line 2 months after signing up

Hi Collette,

Just wanted to say thank you so much for your help - As of 30 minutes ago we have a functioning Virgin phone line (and it took the engineer just 5 minutes to do)

Best regards

Kathryn

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Waqas-k
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Re: No phone line 2 months after signing up

Hi,

That's great to hear you're finally sorted, shame i can't say the same, more than 2 months into my contract and still no phone line due to "capacity issues", surely I shouldn't have been a offered a contract with broadband and home phone if one of the two could not be fulfilled. I just hope virgin can get this sorted very soon.
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Re: No phone line 2 months after signing up

Hi Kathryn,

I am so pleased to hear all is working ok and thanks for updating me.

Can you please confirm if I am ok to close the complaint that I raised for you?

Kind regards,

Collette.

Forum Team.


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