Digital phone changeover

[HBK]

Ac. No. [removed] Complaint Ref. C-1411221328

I was promised a response by phone no later than 17 Nov. '22. I am missing phone calls (some important) as the phone now only works next to my router on the first floor of my house. This is far away from my Virgin installed socket on the ground floor. The router is positioned where it is for good reason - moving it is not an option. I have been a Virgin customer for over 20 years. My contract includes a phone socket in my living room - this is where I take / make most of my phone calls. Virgin have unilaterally made this socket inactive. I complained to a UK based ciustomer service person and he tried to persuade me that I could have the phone where the router is or pay £99 to have the living room socket rewired to work, THIS IS RIDICULOUS ! I would like Virgin Media to send an engineer to get my living room phone socket working. There is no way I should be charged for this. As said above I am missing calls - I would appreciate this being done ASAP. Much obliged if the Virgin Media Community could help.

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[Gareth_L]

Hello HBK.

Thanks for your post. 
Sorry to hear about the issue with the location of your phone socket.

I am not sure why you were advised £99 as it is actually £25.
I can look into this for you and arrange a visit to see if we can connect an extension up to keep the phone in its original place.
If you don't mind, I will need to send you a private message to pass security. 
If you can check the purple envelope top right of your screen that would be great. 
Regards     
Gareth_L
 

[HBK]

Thanks Gareth.

I am not willing to pay anything extra for reinstating a previously working principal phone socket.

I am not talking about non Virgin extensions. All I am asking for is to have back what I contracted for. It is virgin that unilaterally decided to inactivate my only VIRGIN MEDIA INSTALLED "principal" / "master" phone socket. It was placed where it is for good reason.

I think it is quite outrageous for Virgin to supply a device a few inches long and say "like it or lump it" - this is where your phone now needs to be plugged in.

Ian Hardie

[goslow]

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@HBK wrote:

Thanks Gareth.

I am not willing to pay anything extra for reinstating a previously working principal phone socket.

<snip>

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When did your phone switchover to the hub connection take place? VM should offer to modify your home phone wiring free of charge, as part of the switchover, to re-connect extension sockets via the phone connection from the VM hub.

Make sure they make modifications to your phone wiring so you can keep each piece of equipment in the same place (rather than the offer which sometimes crops up on here to move the hub to a different location)

Refer here

https://www.virginmedia.com/help/landline/switchover

Do I need to book a technician visit?

You’ll need to book a free technician visit if...

• You rely on your landline for accessibility needs or don’t have a mobile to make an emergency call – we’ll provide you with an Emergency Back Up Line so you’re always able to call emergency services.
• You’ve got connected devices such as a burglar alarm linked to a control centre, use a telecare device, or have other phones connected to extension sockets. You’ll need to contact your provider and let them know about the switch if you have any of these to make sure they’re compatible with a fibre service.
• The Hub and your home phone can’t be placed near each other.

[HBK]

The digital changeover took place on 10 November '22.

Shortly after this I called customer service and explained the situation to a non UK person. I was told all fine and an engineer visit would be scheduled. I was told that I would be notified of the time date  by text within 4 hours. Nothing happened. A few days later I called again and this time a UK person said that my request had been delined - no notifiction of this. This person told me "like it or lump it" re socket only at router or pay £99. I was very unhappy. the person logged my complaint and his promised deadline to get back to me was not met.

I am really very unhappy with Virgin Media's whole approach. To resolve i need an enginer to visit asap and get my master Virgin Media socket in living room working - without charge.

it is hopeless trying to phone. can you help me to get a visit booked. Thanks

[goslow]

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@HBK wrote:

The digital changeover took place on 10 November '22.

<snip>

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As the switchover was recent, you should not have to pay anything. If you reply to the PM from Gareth_L, offered at message #2, he should be able to arrange this for you without having to resort to the unhappy experience of phoning in again.

[Gareth_L]

Hello HBK.

I have sent you a Private message to get this booked in.

Can you please check the purple envelope on your screen.

Gareth_L

[HBK]

I have now supplied the requested info.

[Gareth_L]

Thankyou HBK.

I am just looking into this now for you.

Gareth_L

[Gareth_L · Accepted solution]

Hello HBK.

I have just received a message from the local Service Manager. 

How did the visit go?

Did the engineer manage to get you connected from the Hub to the original socket?

Gareth_L