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Caller Display Fault

From 3rd July my Mothers caller display function stopped working on her landline phone. After calling 150 she was told that the option was active and that the handset must be faulty as everything was ok from Virgins end. 

She then purchased a new phone which was identical to her previous one, a BT Decor 2200, from Argos for £29.99 but this still failed to show the caller display working correctly still.

A quick call to BT Technical and they quickly diagnosed a phone line fault as all phones are compatible with caller display feature  

Fast forward 4 weeks and finally an engineer came out yesterday and diagnosed a fault in the local cabinet causing the caller display issue to fail locally. 

I would like to ask that Virgin Media credit her account with the £29.99 she paid for the replacement phone when there was nothing wrong with it, as she was advised by your call centre staff that this was the cause of the caller display feature not working.

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