Forum Discussion

cummip's avatar
cummip
Joining in
2 years ago

Landline stopped working

Hi,

My landline has stopped working

 It says check phone line

 It is connected to my hub3 router. I have switched the phone on and off. Removed and reconnected all the cables 

 Rebooted the router

There are no reported problems locally

I cannot phone Virgin as my phone doesn't work

This coincides with me giving 30 days notice that I am leaving. I have spent ages trying to find live chat to no avail

Can anyone suggest  a solution thank you

  • BrownSauce's avatar
    BrownSauce
    2 years ago

    This issue of the phone connection mysteriously being disconnected once you give notice, has been reported a couple of times on here now - we have to conclude it is down to some complete incompetence in VM's system.

    However the situation here is clear, you report the loss of telephony service, irrespective of whether or not you have given notice, VM require you to give 30 days notice and to pay them for this time, similarly they are obliged to provide said service during this time. So you report the loss of service and VM have two working days to restore it otherwise they are required to pay you some £9.50 (or so) per day up to either they restore it or your notice period expires.

    Either way, you are legally entitled to the compensation. Now realistically VM's broken and incompetent customer services provision won't actually just provide this and you will need to raise a complaint (expect it to be fobbed off), request a deadlock letter (also expect this request to be ignored), and take a complaint to the Ombudsman service, in which you request full restitution of your costs, so £9.50 or so for each and every day you were without an phone service, plus, I'd say £150 extra for the inconvenience, poor complaint handling etc.

  • ephemerol's avatar
    ephemerol
    Dialled in
    2 years ago

    Same thing happened to me. You can try contacting VM via webchat but it's a painful experience.
    There's a status overview webpage on your hub3 that shows if the phone has been disabled by VM.
    Hopefully someone from VM will respond to your message here soon.

    • BrownSauce's avatar
      BrownSauce
      On our wavelength
      2 years ago

      See below, initiate a formal complaint, wait for it to be fobbed off, request a 'Deadlock latter', assume that request will be ignored and escalate the whole sorry mess to the Ombudsman service.

  • BrownSauce's avatar
    BrownSauce
    On our wavelength
    2 years ago

    This issue of the phone connection mysteriously being disconnected once you give notice, has been reported a couple of times on here now - we have to conclude it is down to some complete incompetence in VM's system.

    However the situation here is clear, you report the loss of telephony service, irrespective of whether or not you have given notice, VM require you to give 30 days notice and to pay them for this time, similarly they are obliged to provide said service during this time. So you report the loss of service and VM have two working days to restore it otherwise they are required to pay you some £9.50 (or so) per day up to either they restore it or your notice period expires.

    Either way, you are legally entitled to the compensation. Now realistically VM's broken and incompetent customer services provision won't actually just provide this and you will need to raise a complaint (expect it to be fobbed off), request a deadlock letter (also expect this request to be ignored), and take a complaint to the Ombudsman service, in which you request full restitution of your costs, so £9.50 or so for each and every day you were without an phone service, plus, I'd say £150 extra for the inconvenience, poor complaint handling etc.

    • cummip's avatar
      cummip
      Joining in
      2 years ago

      Thank you for your informed reply

       The reality is that it will cost me so much in mobile calls it wouldn't be worthwhile as I no longer have a landline 

      Interestingly they sent me an email offering my package for £27

      When I clicked on the link it said I wasn't eligible 

      I give up I'm off to Toob

       

      • Lee_R's avatar
        Lee_R
        Forum Team
        2 years ago

        Hi cummip thanks for getting back to us.

        Sorry to hear you were not able to take up an offer you received and I am sorry to hear you're now leaving us as a customer.  I would like to take a look at your account on your behalf.  I am going to send you a private message. Please keep an eye on your inbox in the top right of your screen.

        Regards

        Lee_R

  • Scarlett-'s avatar
    Scarlett-
    Joining in
    2 years ago

    Is the phone line connected to the hub in the “tel 1” port? (Or similar depending on the hub box you have). 

  • Reece_MH's avatar
    Reece_MH
    Forum Team (Retired)
    2 years ago

    Hi there 👋

    Thanks for posting, and a warm welcome to the Forums.

    I'm sorry to hear you're experiencing some issues with your Landline, shortly after requesting a disconnection. I've had a look on our side, and the Landline is showing to be fully provisioned, and can't directly see any issues with the service.

    However, I'm going to send you a private message, so we can raise this with our Telephony Team, who will investigate further. Please look out for it in the top-right, white envelope or by tapping your profile picture and then "Messages".

    Thanks,