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Complete mess up by Virgin still not resolved

Joining in

Over the past 7 days we have had no calls on our landline, when anyone calls our number a lady who lives on the same estate answers, when her number is called the line appears to be dead. Clearly a case of someone getting wires mixed up in local exchange but try telling that to Virgin 🤷‍♂️

so far we’ve had

It is a fault on your handset (I replaced handset and obviously still didn’t work)

it is a fault with your Virgin box (why then is someone else getting calls on our number)

Finally an engineer arrived this morning who tested our socket and Virgin box 🤷‍♂️

after being in the phone to TOC? They couldn’t fix it so he left

came back and spoke to his manager who couldn’t believe what TOC had suggested so he will come out tonight to try and fix it

so for the last 7 days a lady has been getting my calls and messages (Data Protection?) and no one has been able to contact her.

I was sent a link to try and fix issue myself

None of the options helped and I responded saying so, contacted customer service and they again pointed me to the same link.

No doubt the manager will come out tonight and find the cables in the exchange have been switched (what I have been saying all along) but in the mean time 7 days inconveniences to two separate households not to mention all the time wasted being on hold to customer services.

Hopefully resolved tonight 🤞


Forum Team
Forum Team


Thanks for reaching out to us. Apologies for the issues that you have had with your home phone. I can see that TOC have been involved in this and they are taking ownership of this issue and will be in contact in due course along with the area field manager, once the checks and changes that are required have been completed. 

Please keep us updated with this.


This is getting silly now, informed TOC had provided wrong information to the engineer and manager would call in around 4pm as he had lots of experience and could sort this out. We were also informed that I would get text updates on my mobile through today.

No texts, No manager and still no service, do you think anyone will even respond and let us know what is going on tonight? Tomorrow will be 7 days of two separate families without service!

Thanks for coming back to us WASNAPPER, we are still waiting to hear back from the manager, to see if they can attend, the visit may still happen this evening but if not this evening, we hope that it will be tomorrow. 

Kind Regards,