Forum Discussion

Ajsolorunner's avatar
Ajsolorunner
Joining in
7 months ago

Land Line not working

Im hoping someone from the Virgin Media team can help as im going round in circles on the telephone and live chat.

Since the 24th of June my Landline is not working and an engineer came out last week to have a look, he advised me that the copper wire running from the road is damaged and needs replacing/repairing or he could switch the phoneline to voip (i dont want this). He said its not a problem to get the cable repaired or replaced and he would message me with a date when they are coming out. 4 days later and i had received no communication about this so i decided to try on the phone, after ages being passed pillar to post i spoke with some one on Friday 5th July who said they would book an engineer for the outside, i have still heard nothing an no one can seem to give me any information as to what is happening, speaking with live chat today they say they cant repair it and only replace it but the engineer said otherwise. I just need someone to tell me what is going on as this is now a joke. I have been a virgin media customer from before they took over ntl and have stayed all this time, i have never had to complain about VM in all this time but the customer service is shocking and seemed dropped off the end of a cliff with the way they treat customers.

  • Gareth_L's avatar
    Gareth_L
    7 months ago

    Hello Ajsolorunner.

    Thank you for your reply, sorry to hear about the continued loss of service for your landline.

    The engineer that attended advised the best possible fix by switching the landline over to our VOIP service. We are upgrading every customers lines as the current exchange is dated and prone to more faults. These in turn are also going to be more complex to fix in the future. We can appreciate your decision to remain on the old line, regarding the request for a new cable to be replaced, the time is around 2 weeks from booking to completion.

    In extreme circumstances we can revert or keep the line as it was, however this is more for our vulnerable customers that have a car alarm fitted to the landline.

    I can have a look and see if we can get this cable replaced, I do need to advise you it's not for me to say and it will be up to the service and install manager for your area to make the decision. If that is not feasible then we would need to switch you to VOIP.

    So I can check this for you. I will need to send you a private message to pass security. 
    If you can check your logo at the top right of your screen that would be great. 
    Regards     
    Gareth_L
     

  • Gareth_L's avatar
    Gareth_L
    Forum Team
    7 months ago

    Hello Ajsolorunner.

    Thank you for your reply, sorry to hear about the continued loss of service for your landline.

    The engineer that attended advised the best possible fix by switching the landline over to our VOIP service. We are upgrading every customers lines as the current exchange is dated and prone to more faults. These in turn are also going to be more complex to fix in the future. We can appreciate your decision to remain on the old line, regarding the request for a new cable to be replaced, the time is around 2 weeks from booking to completion.

    In extreme circumstances we can revert or keep the line as it was, however this is more for our vulnerable customers that have a car alarm fitted to the landline.

    I can have a look and see if we can get this cable replaced, I do need to advise you it's not for me to say and it will be up to the service and install manager for your area to make the decision. If that is not feasible then we would need to switch you to VOIP.

    So I can check this for you. I will need to send you a private message to pass security. 
    If you can check your logo at the top right of your screen that would be great. 
    Regards     
    Gareth_L