Bundle services not delivered in full

[mbrunn]

Hi all,

 I have a bundle service with Virign Media, So Tv, Telephone and Broadboad, the Telephony hasn't been online since March 2023, I've logged multiple calls and still got no phone service. When I ask for the service to be reduce they basically tell me it's not possible, or they try to over charge as in the price for say the Broadband cost as much as the 3 services together, any suggestion on how to get this fixed.

I rang the support line more time that I care to admintt. and you just go aorund in a loop, we'll test your line and ring back in a bit. is the base loop. the option don't seem to give you an option to actually talk to someone, I know what wrong a Cooper cable was stolen in Billingham,  and my phone line being down ever since, anyone else got this issue. I've report to Ofcom already but they won't look at until the 27 of next month.

I don't see how Virgin media can get away with charging me for services they are not delivering. the base response from there customer services was I haven't report it before :(.

Virign media must know that anyone in the area need a phoneline connecting via that cooper line will be down, and they don't seem to care about there customers, or at least that my experiece in the last year and half, I've long term customer of over 20 year +.

[goslow]

Start working out what compensation you think you are due for the loss of the phone service

https://www.virginmedia.com/help/billing-and-payments/automatic-compensation

Submit a formal complaint to VM (a required first step)

https://www.virginmedia.com/help/complaints

in preparation for escalation to the ombudsman

https://www.commsombudsman.org/our-process

[Cardiffman282]

Raise a formal complaint in writing with a view to escalating to the Ombudsman. Link is below. 

[Kath_F]

Hi mbrunn, 

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. When you have a bundle, this usually puts you on for a heavy discount on the package so when removing a service, it does remove the discount which is likely why the teams have advised not to do this so you're not paying more for 2 services. 

Lets take a look at things this end to see what's happened and how we can help. In order to do that I will need to confirm some information with you to pass security. I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

Thanks,