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carl8's avatar
carl8
Joining in
2 months ago

no phone line

im in need of help ive just found out my land line is dead and seems to have been dead for some time over 12 months it would seem i dont have a mobile how do i get hold of virgin when i cant phone them ? ive tried using the web chat but thats no use it doesnt work ive tried to make a complaint thats gone in but that bit of the website is broken since so ive no idea whats happening if anything with that i have just had a letter saying ill be switched to the new voice system but not till may am i really expected to keep paying for something im not getting ?

ive had a 4 day internet outage i need to report i want compensation for i dont seem to have anyway or reporting it

my hub3 keeps turning itself off completly almost like its powers just turned off at the mains im having to unplug it for a few mins plug it back in and hope it comes back on sometimes will sometimes ive got to try again think i need it replacing

and to top it all off im out of contract and cant make changes online so yet again im totally stuck and cant contact virgin so getting stuffed with a large price hike 

 

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  • Kath_P's avatar
    Kath_P
    Icon for Forum Team rankForum Team
    2 months ago

    Hi carl8, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    We're sorry to hear you've been having issues with your landline service, and more recently had a broadband fault. I'm afraid we're not able to backdate any faults for compensation. 

    Whenever you have a fault, with any of your services, it's always best to have a look here. From that link, you'll be able to check if there's a fault in the area, test your line, replace your equipment or book an engineer visit if it's needed. This will also register an open fault for automatic compensation. 

    Your broadband hub is showing as being online for over 24 days. It's worth giving it a reboot to help refresh things. Please turn it off at the mains for a few minutes before powering back on. 

    In terms of the landline, we'll need to take a closer look at this, as well as looking at your package for you. In order to do that I'll need to confirm some information with you to pass security, so I've sent you a direct message to allow us to do this with you in a private space. Just click on the little ✉ at the top right-hand side of the page to access your inbox. 😊

    Many thanks,