Urgent - Landline area fault not being acknowledged by Virgin Media
I would appreciate if someone at Virgin Media would contact me directly or respond to this message.
I live within the WN6 postcode and we have been experiencing intermittent issues with our landline since the start of the year. Our setup is as follows:
- Broadband cable goes straight to a splitter: one into the modem, one into the TV box
- Telephone line goes straight into the telephone. Old style, not VoIP
- We have an old superhub 2 (?) box, which doesnt have a socket for a telephone. Therefore, TV/Broadband and phone line are two separate entities
We have no problems with broadband or TV.
Averaging at least once a month, the landline will just randomly stop working without notice. To be specific:
- Calls to the landline number = no dial tone. The line clears straight away.
- Calls from the landline number = there is a dial tone but no ringing. Faint static on the line.
Our next door neighbour also has a Virgin Media landline so I can always call them from my mobile when we get a problem to verify that the same thing is happening to them too. It is NOT a problem with a faulty handset and turning it off/on again etc does not fix the problem.
I am fed up of having to jump through hoops every time when I speak to technical to try and explain this problem to them. Nobody actually listens or refers to the notes on their system for how the problem was previously fixed. I had to jump through hoops to eventually get them to admit there is an area fault. When they do admit it, they are quick to fix the problem (NO ENGINEER VISIT REQUIRED).
However the operative I spoke to today was adamant there isnt an area fault and they seem dead set on sending out an engineer. We dont need an engineer visit to fix this based on my previous dealings with tech support on a monthly basis. We need someone to LISTEN to what our problem is and to fix it like they have done every time previously.
That said, We have a poorly elderly resident at our address that relies on the landline for arranging hospital visits, doctor appointments, health care etc so I desparately need to know what is going on and why this problem keeps happening with the phone line. As you can appreciate, this is not a reliable method of communication if this problem recurs at least monthly and if I cannot get some clarity then I’ll have no choice but to leave Virgin Media.
Now I understand that there is going to be a digital/VoIP switch over at some point within our area in the future, however it has been confirmed by numerous operatives I've spoken to that our area is not scheduled for this switch yet.
Regardless, I need to know whats going on and why this keeps happening so I can do the right thing here.