on 09-09-2022 17:44
My landline was disconnected on 19th August with no warning from Virgin. I tried to find out what the issue was via web chat and believed it to be getting sorted. It's still not sorted and trying to do this via web chat is practically impossible as they didn't reply last night and when they replied this morning I was at work and could answer quickly enough.
09-09-2022 17:51 - edited 09-09-2022 17:52
Any ideas at all why you might have been disconnected by VM?
A few topics on here recently have mentioned a disconnection happened due to the switchover of phone lines from traditional wall sockets to the phone line via the VM hub. Customers advised they had not been notified of the switchover. Have you received any notification of VM's phone switchover programme happening?
One of the VM forum team will reply within a day or two to help you.
on 09-09-2022 17:55
Thank you, yes I think it was to do with this as I searched my emails and found one I'd not seen to say I'd made changes to my account which I hadn't and when I checked my online account landline had been removed and my bill increased. Trying to sort it all out has been so difficult so hoping the forum route will be easier!
on 09-09-2022 17:56
Hey rossapol, thanks for posting on our help forum today.
Sorry to hear your landline has been disconnected recently, did you have any emails or communication from us in regard to any package change where the landline was not a part of the deal?
How long have you been in contract for since you last renewed this?
Also, can we ask in regard to our landline migration process?
Please, view all info in regard to this here and let us know if you have had any letters or emails referring to this change (from copper lines to fibre) over the past 2-3 months?
Let us know of the above, happy to best advise.
on 09-09-2022 17:59
@rossapol wrote:Thank you, yes I think it was to do with this as I searched my emails and found one I'd not seen to say I'd made changes to my account which I hadn't and when I checked my online account landline had been removed and my bill increased. Trying to sort it all out has been so difficult so hoping the forum route will be easier!
- I don't understand why this could not have been communicated and it would all have been easily sorted...
One of the forum team will help you. I would suggest you will get a better response on here than other areas of the VM support system.
Be aware though, some of those past topics (mentioned above) also mentioned that, when the landline was restored they had a new phone number and further action was required to try to get the original number back (ease of which might be linked to the length of time you are cut off).
See what the forum team can do for you when they get here.
on 09-09-2022 18:01
Thanks for your help😉
on 09-09-2022 18:10
Thanks for the replies and for explaining these, rossapol.
We're sorry to hear of the landline being removed from your package, we do not support package changes via this forum however it would be useful to call our Care team at 0345 454 1111, options 2-4-1 so we can add a landline on for you should you wish.
Let us know if there is anything else you need our help with, happy to assist.
on 09-09-2022 18:13
Hello Adri,
I had an email on 5th Aug saying thanks for making changes to my contract. I didn't see this email till a week or so later when I went to use my phone and it wasn't working so I checked my online account. This showed me that my contract was different and didn't include a landline and my monthly price had gone up. I renegotiated a new contract deal in January and this was to continue at a set price until July 2023.
I had no emails or letters to communicate this phone change and wasn't aware of it till all this happened.
I had contacted Virgin via web chat and thought it had been sorted but this has not happened yet in the way they promised. I have not had an adapter sent and the price I'm due to pay on my next bill is still not correct. Trying to contact web chat again last night and this morning was really difficult.
on 09-09-2022 18:19
Thanks for the response and sorry to hear of this issue with the landline change.
I'd love to have another look into what's happened for you and see how we can best help you out in this case.
For this I will need to send you a private message here shortly.
Please check the top-right corner of our forum and you should see a purple envelope. Click this and you'll see my message.
09-09-2022 20:53 - edited 09-09-2022 20:54
Hopefully thy'll send you the Hub adapter, once the landline option has been re-registered
it will be in a small package, with leaflet ref: 21CV hub3/4/5 migration leaflet 0222
just waiting for VM to tell me when to swap mine over