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TW6
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Home phone disconnects repeatedly

New customer to Virgin since May 20.

Nothing but problems with phone line and internet service - really unimpressed.

PHONE

Phone keeps becoming unavailable - either with repeated beep (off the hook sound) or completely dead) no sound. Have repeatedly called support who 'reset' the line or tell me to reboot the router. Problem is no one can call and they need to tell me it is off the hook if I have not discovered there is a problem due to needing to make a call myself.

When I have telephoned complaining about the repeated problem - I am promised all is now okay and that there will be a refund on my account - none is ever forthcoming - same amount billed. 

INTERNET

Speed is completely volatile. Can vary from > 100 Mbps to <8 Mbps. Again - need to reboot router but lack of any consistency is infuriating.

Questions for the community please:

Is this 'normal' service from Virgin and the best I can hope for?

I am fed up hanging on a support call begging for a better service/refund and being promised that all will improve. So is it best to simply give up and move provider? Thanks

 

 

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Emily_G
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Re: Home phone disconnects repeatedly

Thank you for the post TW6 and welcome to our community.

 

We can see that the provisioning on the line has failed so we've booked an appointment for you on the next available slot using the forum information.

 

Please check the details of this and reschedule if needed on your online account.

 

Thanks, Emily.

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TW6
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Re: Home phone disconnects repeatedly

Thank you Emily,

I don't understand what "provisioning on the line has failed" means.

Does this affect both telphone and internet?

Thank you

 

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Emily_G
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Re: Home phone disconnects repeatedly

It would mean it needs an engineer appointment to fix. The engineer should be able to take a look at the broadband connection when there as well.

 

Thanks, Emily.

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TW6
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Re: Home phone disconnects repeatedly

Thank you

Re: "Please check the details of this and reschedule if needed on your online account".

Nothing has appeared on my online account - where will I find the details of the appointment please (a link or email would be useful. Thank you

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Emily_G
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Re: Home phone disconnects repeatedly

It should update and show you these in an hour or so. 

 

Thanks, Emily.