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Belladonna1's avatar
Belladonna1
Joining in
12 hours ago

Any Virgin staff help

Hello, I'm hoping someone can help please, early this morning we had a power cut for a couple of seconds, we was expecting a important phone call this afternoon when we didn't received this call we checked the landline to see if it was working, and the line was dead, i then contacted virgin  which took me over an hour to get through and then nearly an hour trying to explain the problem, i do have an engineer booked for Friday,  but can anyone tell why we would lose the landline i'm told there is no outage but i checked and there was, also this happened a couple of weeks ago we really need the phone as there is a disabled person at home who can't use a mobile phone. 

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  • Daniel_Et's avatar
    Daniel_Et
    Icon for Forum Team rankForum Team
    11 hours ago

    Hi Belladonna1, thank you for your post.

    We're sorry to hear about the problems you've been having with your landline 😔

    Just to clarify, given an outage is being detected, have you been provided an estimated fix time and has the engineer visit booked for Friday been cancelled?

    You can check your service status here.

    Please pop back to us at your earliest convenience.

    Regards,
    Daniel

    • Belladonna1's avatar
      Belladonna1
      Joining in
      11 hours ago

      Thanks for reply I was told there was no outage problem but when i checked it said there was,  i have just checked now and there is a broadband and tv problem phone is showing as ok yet our phone line is dead, engineer is still booked for Friday 

  • goslow's avatar
    goslow
    Alessandro Volta
    11 hours ago

    Can you check the present service status by calling the automated service status number 0800 561 0061 to check for any faults in your area using another phone and checking the online service status through 'My Virgin Media'. If there is an area fault, VM does not normally send out VM tech's until the general fault is cleared and it is common for VM to cancel tech visits when an area fault is happening.

    How does VM provide your landline? Is it from the telephone socket on the back of the VM hub or from a traditional telephone master socket on the wall?

    If you have a landline from the back of the VM hub, try restarting the VM hub.

    If you use a telephone master socket on the wall, we do see regular topics about phone problems following power cuts for traditional landline connections. Presumably something beyond your home has not come back to life again after the power cut.

    • Belladonna1's avatar
      Belladonna1
      Joining in
      11 hours ago

      Thanks i have just rang the number and its telling me there are no faults, the telephone is from a traditional socket on the wall, we did have this problem last month and it was virgins fault