Forum Discussion

BM11's avatar
BM11
Tuning in
11 months ago

Virgin are refusing to fix my Landline

Hi. My landline broke this week but Virgin are refusing to fix it and are demanding a move to internet phone which I do not want. Why won’t they just fix it. 

  • Hi BM11, thank you for your post.

    We're sorry to hear about the problem you're having and that you feel this way 😔

    I can see you were speaking to the team around the same time you posted. Has the cause of the problem been explained to you?

    Please pop back to us at your earliest convenience.

    Regards,
    Daniel

    • BM11's avatar
      BM11
      Tuning in

      The call centre have said it will be solved today but they said that yesterday as well so I’m skeptical it will be. It doesn’t seem to be an area wide fault so I’m not sure how it will be fixed. 

      • Daniel_Et's avatar
        Daniel_Et
        Forum Team

        Hi BM11, thank you for your response. 

        I can see your landline service is currently being impacted by an outage, but an estimated fix time isn't specified.

        If, by any chance, you're still no further forward by tomorrow morning, please let us know.

        Regards,
        Daniel

  • Tudor's avatar
    Tudor
    Very Insightful Person

    An "Internet Phone" as you described is nothing of the sort. All it is that the physical wires you have at present are replaced by a connection via your VM hub. You keep your same own phones and number. What’s the problem. Mine was changed over a couple of weeks ago when I had a problem on my landline.  No problems experienced at all.

    • BM11's avatar
      BM11
      Tuning in

      I have two phones so unless the existing socked can connect to the hub I would lose the one in the other room to the hub. Plus my current hub is not the most reliable and struggles at times. 

  • nodrogd's avatar
    nodrogd
    Very Insightful Person

    Sounds like a faulty UPS at the local fibre node. These units are very old now & almost impossible to replace, which is one of the reasons for moving to hub based kit. The new full fibre Broadband service that everyone is moving to soon should have the latest power backup facilities allowing the line to work as far as your router. Many people around me now have small in-house UPS kit that will deal with the router side of any power failures.

    • BM11's avatar
      BM11
      Tuning in

      Just tried phoning them and they saying there is an area fault but I am not confident the call centre even understand the issue as they talking about all sorts of package issues which are not relevant.

      • Vikki_M's avatar
        Vikki_M
        Forum Team

        Hi BM11

        We're sorry to hear the issue has reoccurred.

        Please pop your postcode into our service status page here
        This will show any known area issues and provide an estimated fix time. 

        If nothing shows, please pop back to us and we'd be happy to look into this further for you.