Forum Discussion

Scrapdoodle's avatar
Scrapdoodle
On our wavelength
2 years ago

Virgin landline phone out of action

Our Virgin landline has been out of service for the last week. Phone is dead if we try to ring out and we cannot receive calls. Next door neighbour who is not with Virgin has no problems.  We have been receiving calls meant for a telephone number other than ours   Our phone does not ring (even if it did, it would go dead as soon as we tried to answer it ) but does indicate a missed call and shows the number that call was made from. We have used a mobile to contact the callers to that number (which is coming through to us) and it apparantly belongs to a local elderly resident on a different tel number to ours.  With much tenacity and a lot of patience, my wife finally managed to arrange an engineer to call next Monday (even though she did not actually speak to anyone )but she has now received a text message (unreplyable to) cancelling the visit. Virgin also did try to ring us on the phone number that we told them did not work.

I have rung 44 345 4541111 several times and each time a recorded voice tells me that they are aware of a problem in our postcode (NG8 ) but each time the promised rectification date advances. Virgin seem to have made it impossible to contact them to speak to anyone these days.  The announcement describes it as a network problem.  Our Virgin internet is working fine.  I need the phone but probably not as much as the elderly person calls to whom  are coming through to us.

Any ideas who I can contact?  Also, is this part of Virgin's programme to have us all using the internet for phone calls.  Also, when that does come to fruition will there be a price reduction because we will no longer be using the landline? Also, am I entitiled to any compensation for being without land line for last seven days and counting?

Thanks for letting me rant - I doubt that anyone from Virgin reading this would have the bottle to contact me personally 

  • Reece_MH's avatar
    Reece_MH
    Forum Team (Retired)

    Hi Scrapdoodle 👋

     

    Thanks for posting, and welcome to the Community Forums.

     

    I'm sorry to hear you're experiencing some issues with your Landline service. I've taken a look on our side and can see there is currently a known problem in your area. The details are below.

     

    Fault Type: Landline Network Outage

    Fault Reference: F011172497 

    Estimated Fix Time: 28/01/2024 00:07am (Technician is currently on-site)

     

    As a fault has been identified and is being fixed, any Technician appointments are automatically cancelled to prevent duplicate callouts. Regarding the issue you have mentioned regarding receiving calls intended for other people, this may be relating to the current fault, or a fault with their service provider. 

    We wouldn't be able to investigate this until the main fault has been resolved.

    Our teams are working as quickly as possible to resolve this issue, and we're very sorry for any inconvenience caused.

     

    Regards,

  • Scrapdoodle's avatar
    Scrapdoodle
    On our wavelength

    Thanks Virgin - you were true to your word and it appears that the problem is now fixed and the phone is working as it should.- many thanks.  Why though did it take a week to rectify?

    • Reece_MH's avatar
      Reece_MH
      Forum Team (Retired)

      Thanks for the update on this, Scrapdoodle. I'm glad to hear that the issue is now resolved and you're able to use your Landline again - please do let us know if the issue relating to the incorrect calls still occurs.

      Some faults can be more complex than others, and require further investigation or support to resolve, which can delay the overall fix time. We're sorry for the inconvenience that this issue caused.

      Thanks,

    • Reece_MH's avatar
      Reece_MH
      Forum Team (Retired)

      Compensation for a total loss of service on the Landline falls under our Automatic Compensation Scheme, which you can read more on, here.

      This is automatically calculated before your next bill is processed, and any due credits are applied during this time. Please do let us know if there are any issues on your next bill, and we'll do our best to assist.

      Thanks,