Fibre phone switch

[mervynburrows]

This fibre switch over is a nightmare not had any phone now for 2 days Virgin trying to sort out without success. Local friend in same boat even lost Internet as well come on virgin sort this out. 

[Jodi_S]

Hi mervynburrows,

Thanks for posting on our community forums. We do apologise that you currently have no working landline due to the home phone switch over.

Can you tell us what issues you experiencing? Do you currently have no dial tone when your plugged in to TEL1 on the back of your hub?

Please can you let us know if you have access to your internet and its just the line that has issues or is it both too?

Kind regards Jodi. 

[mervynburrows]

Phone not been working get dail tone when trying to make call get contact hum this was under investigation yesterday with Natalie but asked to leave overnight but no change Internet ok 

[Jodi_S]

Thanks for coming back to us mervynburrows,

Can we ask if you have rebooted your hub recently? Is this hum on all calls or just certain ones? Are you able to connect when you make an outgoing call?

Kind regards Jodi

[mervynburrows]

Hub rebooted no change no out going or incoming calls possible tested frequently.

[Jodi_S]

Thanks for confirming mervynburrows,

I am going to pop you over a private message as we will need to arrange an engineer's visit for you. Please click on the purple envelope to accept the chat.

Kind regards Jodi. 

[Jodi_S]

Hi mervynburrows,

Thanks for coming back to via private message to confirm your information.

I have booked you in for the next available appointment. To view this please sign into My Virgin Media here: My VM. Once logged in, scroll down to Orders & appointments then click on View your orders. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit, please do let us know and we’ll pop you another message to pass data protection and then confirm the appointment details.

Just to confirm, there will be no charge for this visit unless:

The technician diagnoses the fault as not being caused by our network/equipment 
The technician discovers that the fault or problem relates to your equipment
The technician discovers that the fault or problem relates to any system that we are not responsible for
The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.

Please ensure that someone over the age of 18 is at the property for the time the engineer is there. If the appointment is unsuitable or if anyone living at your property has tested positive for Coronavirus, has been asked to self-isolate or has flu-like symptoms then please reschedule the appointment on the same link. If you do miss the appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment, so it is important to reschedule if needed.

Let us know how the appointment goes.

Take care.

Jodi. 

[mervynburrows]

Well, latest update apparently the wiz kids of virgin when designing the switch over to fibre phone lines via the router did not take into account that some customers had old numbers with only 5 digits not 6. According to the engineer the system cannot cope with these numbers so having switched to fibre we now have no land line. We have no ability to have contact with such as hospitals doctors dentist all who have our home phone as point of contact and it may be a while before this is sorted. We do have mobiles but the signal in our house is poor so thank you virgin for not thinking this through before making a major change. Anyone with 5 digit numbers should refuse to be switched until this problem is resolved or risk being uncontactable for some time.