Caller display on VM landline

[PieJesu]

Hello everyone.

After 11-12 days with my VM landline down, it was repaired a few days ago.

However, Caller Display is no longer working.

This has worked on the handset since day one, with no changes to setup required initially.

No changes have been made to the handset or base station since the line was repaired.

Any help would be appreciated.

Many thanks.

[goslow]

Caller display dropping off the line after a repair gets regular requests for help on here. Often the VM forum team can reset it/re-enable it remotely for you. One of the VM forum team will reply to your topic within a few days and assist.

Make sure you are also compensated for the downtime of your landline

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

make sure you also check the OFCOM version

https://www.ofcom.org.uk/__data/assets/pdf_file/0026/216962/Industry-Code-of-Practice-for-Automatic-...

as VM can sometimes get a bit 'confused' and not pay out the correct amount on occasions!

[Zach_R]

Hi @PieJesu,

Thank you for your post and welcome back to our community forums. We're here to help.

I'm really sorry to hear of the landline service issues that you've experienced recently, and that unfortunately you now have problems with your Caller Display. I'm going to send you a private message in a few moments so that I can assist you further. Please respond to this when you can.

Thanks,
 

[PieJesu]

After four to five hours answering security questions, I have failed security it seems.

If VM could make up their mind which email address is linked to my account, it would not be a problem.

Also, why would I pretend to be someone else to report a fault with VM ?

After waiting so long for a repair to my landline, this is very poor customer service for a "communications" company !

[PieJesu]

I have since called 150 and they were unable to help.  I am not sure where I can go with this problem any longer.  After raising the problem on here, via a webchat using Whatsapp and a telephone call on 150, I guess there is nothing else I can do.  When I spoke to the man on 150 he even complained to me that the phone line was noisy (which I had reported in the past) !

Any suggestions would be welcome.......

[goslow]

In regard to security, you should have a memorable telephone security word. You would be asked letters from that.

If you have been with VM and its predecessors for a long time though, you may not actually have a security word set.

If you don't know the word then you should be asked alternative security questions.

I think it used to be the case you had an email address which you would use to log into 'My Virgin Media' but I think you could also set another email address to receive communications from VM. Log into MVM and see if you have any other email addresses set.

If you are being asked for which email address is linked to your account I would assume that is the one for MVM login.

Others on the forum may have more up to date information.

[goslow]

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@PieJesu wrote:

I have since called 150 and they were unable to help.  I am not sure where I can go with this problem any longer.  After raising the problem on here, via a webchat using Whatsapp and a telephone call on 150, I guess there is nothing else I can do.  When I spoke to the man on 150 he even complained to me that the phone line was noisy (which I had reported in the past) !

Any suggestions would be welcome.......

---

See this reply from Portery

https://community.virginmedia.com/t5/Managing-Your-Account-Cable/Changing-services-for-a-person-with...

about how to change the telephone security details by logging in to My Virgin Media.

[Adri_G]

Hi Piejesu, thanks for your posts and replies and sorry to see your caller display is still not working after the time spent on calls and texts with our team.

Could you please let us know what was the advice we gave upon the previous communications you had with us about this fault? Also, have you had any help from Zach_R above as he has messaged you privately about this before?

Let us know where we are with this, happy to assist further.

[PieJesu]

Hello Adri.

Following all the time and effort wasted, I raised a complaint with Virgin Media detailing my faults and actions.

The complaint has been shut down following a reply regarding my Wi-fi outage, which has not been mentioned at any point.

My 150 phone call took around 45-50 minutes.  I was put on hold many times when the agent admitted he was "Googling" for information.  I was given no advice.

The Whatsapp conversation was around one hour, forty-five minutes in total.  I was advised to reset the telephone.  Following this I was sent a link to the Virgin Media website - "fix a fault", I was also offered £10.00 credit on my bill (which never arrived).

Zach_R did not offer any assistance as I failed security checks.  This has been an issue previously because Virgin Media have two primary email addresses listed on my account.

To answer your question, I really haven't been offered any advice other than everything listed on the Virgin Media website help sections.  As I originally had an engineer to repair a line fault that was in a green box a quarter of a mile away, there doesn't appear to be anything I can do to repair this fault.

The intermittent fault with my broadband connection has been outstanding for several months and I had learned to "live with it" !

I have been a Virgin Media customer for over thirty years, since Southwestern Bell, Telewest, Blueyonder etc and I have never really had cause to complain in the past, which is why I have stayed as a customer.  However, the customer service recently has been poor, I am sorry to say.

[Adri_G]

Hi again Piejesu, thanks for this reply.

Sorry to hear of this experience you've had and the long wait times it took to discuss the issue with our team recently.
I'd love to assist further, so I will need to send you a private message here to do this.

Please check the top-right corner of our forum and you should see a purple envelope. Click this and you'll see my message.