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brdevine's avatar
brdevine
On our wavelength
13 days ago

Landline phone not working

I reported an issue on with my home landline phone not working. I discovered it wasn't working on the evening of 28/APR and reported it on 01/MAY by calling 0345 454 1111. I have the old copper cable dedicated wall connection socket and tried another working DECT cordless phone and handset with the same result - no dialtone. I can call the landline phone from my mobile phone and it rings, but it is not possible to answer the call.  An engineer was supposed to visit on 03/MAY but I received a message on 02/MAY saying that the issue is a network issue and work was underway to fix it. Later that same day, I received a text message stating the issue was now resolved. Only, it wasn't.

I called the 0345 number on 03/MAY and reported the issue again. This time I was told it was being passed to another team who would investigate. If they need further information from me, they would be in touch, but the phone should be working again in 3 working days.

If Monday this week was regarded as a working day, then today is the 3 day mark and my phone is still not working and I have received absolutely no follow-up.

Can someone please investigate this? That's now over a week I've been without a phone service that I have paid for.

Thanks,

Brian

 

2 Replies

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  • David_Bn's avatar
    David_Bn
    Icon for Forum Team rankForum Team
    13 days ago

    Hi brdevine, thanks for your post on our Community Forums and a very warm welcome to you!

    Sorry to hear of the issues with the landline services, with the need for a back team seemingly being involved.

    We can confirm that Monday would not be deemed as a working day, and therefore from the information provided, Tuesday would have been the third working day.

    Check out the envelope in the top right hand corner for me and I'll have a look into this matter with you.

    Thanks,

    David_Bn

  • goslow's avatar
    goslow
    Alessandro Volta
    13 days ago

    Keep detailed notes of everything to make sure you are paid the correct compensation

    https://www.virginmedia.com/help/billing-and-payments/automatic-compensation

    Once you have reported the fault, VM gets two clear working days to fix the fault.

    From that point, you get an intitial payment of £9.98 for the initial period of the outage (the 'payment trigger time', which is VM's opportunity to fix the problem). After that you get £9.98 for each full calendar day until the fault is fixed.

    If you phoned in the fault on 1/5/25 your payment trigger time is 2/5/25 to 6/5/25 inclusive which = £9.98 so far

    Keep adding £9.98 for each full calendar day after 6/5/25 until the fault is fixed.

    VM has to credit you with the compo within 30 days from when your phone is restored.