Hi,
last year I had a problem with my home phone (stopped working completely), after an engineer visit the phone service was restored. However since then 1471 gives me a "sorry this service is not available" and missed calls do not seem to go to voicemail.
I've made repeated attempts using 150 to get this fixed. The most recent attempt resulted in a 3 hour call during which I spoke to 3 different VM service people. Each person initially said they did not know what the 1471 service was, then after putting me on hold said that the service should be enabled by default and that they could not change it and then forwarded my call to another person (with another hour wait). The final representative just hung up on me after an initial conversation when I asked if I was being charged for the call (which it seems I wasn't even though I was told I was).
I have made a formal complaint about this situation, but that system seems to be a joke. I got an initial response (after many, many days) vie email saying that they had tried to contact me via my home phone (even though I asked to be contacted via email) and "educating" me to call 150 (which the complaint was about). I replied to this email (and have had no response). A couple of days ago I got another email saying that since they have had no response they are closing the case, I have again replied to this email, but I suspect that it will just be ignored. How can VM have a complaints procedure that sends emails, but that does not monitor responses?
I'm a long time VM customer and have generally been happy with the product, but customer service seems to have got much worse recently. Given that my area is about to get City Fibre, this would seem like a good way to lose customers.