Who is the executive complaints team (they have not been mentioned as a possible avenue of approach so far)?
I raised the problem on 15 Sep. It has been added to by at least 8 of us (@davejo33, @Davesobratty. @gap84, @goslow, @mrfreckles, @Redwards86, and @Snokski). We have had responses from @Akua_A, @Chris_W1, @Ilyas_Y, @John_GS, @Natalie_L, @Paul_DN, @Paulina_Z, @Robert_P, @Steven_L, @Tom_W1, @Travis_M, @Vikki_M, and @Zach-R from the Forum Team, a Community elder (@Chelmoo), and the Moderator Team (@Lisa_CC)
So far we have been provided with the following information/solutions:
- Change your Number
- Get another phone
- Passed problem to 3rd parties
- Hard reset the hub
- on 1 October I asked for escalation to a manager and was told that this was "already being investigated so cannot escalate further"
- (3 weeks ago) I received a response saying
"I can confirm that there is an issue with the Hub 5 and BT handsets working together. This is not to say that there is an issue with BT handsets, as there are many of them, but rather this is an issue with the firmware of the Hub 5 and BT handsets.
Unfortunately a manager would not be able to assist further regarding this as the matter is with a specialist team dealing with Hub software's / firmware's and intricacies".
The biggest problem is it was impossible to raise a support call with delays of 1-2 hrs to get through so I resorted to this medium. There have been many fingers in the pie from Virgin Media with no-one in authority taking ownership of the problem and an unwillingness to escalate the issue. The responses to a situation - driven by Virgin Media retiring landlines have been woefully inadequate and a solution is not likely to be forthcoming any time soon. The simple solution would be to reinstate the landlines (radical I know), but if it ain't broken don't fix (improve - laughable) it.
If you are able to escalate this @Redwards86 please do so.
If that proves not to stimulate some appropriate action/response, I am preparing to send the transcript of this discussion line along various lines of escalation: