Virgin Media Community

[Annie37]

hi,  I had a new broadband installation on 14th February & my phone line was also switched and  my existing number was kept but the phone line has has a terrible loud crackling noise which is constant which makes phone calls  a bit unbearable. The engineer had left by the time we realised how bad it was. What should we do to get this fixed asap.  Disappointing start from Virgin having been with BT before for a long time without this issue. The broadband speed is not near the promised speed either but thats another problem/issue. Many thanks

[Beth_G]

Hi Annie37,

Welcome to the Community Forums!

I'm sorry to hear that you've been having trouble with your landline phone and broadband connection after your installation last week. We'll be more than happy to help you with this and take a look

I've sent you a private message which you can access over at the purple envelope 🙂

Thanks

[Beth_G · Accepted solution]

Hi Annie37,

Thank you for confirming your details with me over private message.

I've had a look and I can see that you're currently affected by an SNR (signal to noise ratio) in the area. This will be causing issues with your broadband and phone line. It's estimated to be resolved by 27th February.

Please do let us know how things are after this date and we are sorry for any inconvenience caused in the meantime.

Kind regards

[Annie37]

Hi Beth ,

Thank you very much for your reply/help. Hopefully things will be good after the 27th then. Will let you know!
Kind regards ,

Annie37

[Beth_G]

Hi Annie37,

No problem at all, we're always more than happy to help from here.

If you need anything else at all, please don't hesitate to get back in touch.

Thanks

[Annie37]

Sadly there has been no change in this situation. The noisy phone line is exactly the same way. And the broadband speed is way below what we were expecting it to be & unstable at times. The signal is nowhere near as strong as our old BT signal and doesn't connect to some of the devices we had running in the home that BT had no issue connecting to. Very dissapointing

[Lee_R]

Hi @Annie37 thanks for getting back to us.

Sorry to hear that your crackly phone line issue is still ongoing and for any inconvenience this may be causing you. Also sorry to hear you're having a poor WiFi experience. I would like to have a look on your behalf.  I am going to send you a private message.  Please look out for the purple envelope in the top right of your screen.

Regards

Lee_R