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BAKanyon74
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Home phone hasn't worked for past 3 days

My home phone hasn't worked for three days and I'm unable to contact Virgin to find out what the status of fixing it is.  I have been holding on the phone for over 1 1/2 hours, sent numerous complaints, done the chat / message us drill and can't reach anyone who  can tell me when my phone line will be restored.

Anyone have an ideas.  The current situation is unacceptable.

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Zak_M
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Re: Home phone hasn't worked for past 3 days

Good morning @BAKanyon74 

 

Welcome to the forums and thank you for taking the time to post. 

 

I am sorry to hear that you have had some issues with your landline, 

 

Please could you let me know the answer following questions -

 

  • Is there anything listed on our service status page
  • Is your landline connected via the hub (21CV) or via the traditional socket? 
  • Are you able to try an alternative handset? 
  • Are you able to make or receive any calls? 
  • Is there a dial tone? 

Kind regards,

Zak_M 

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BAKanyon74
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Re: Home phone hasn't worked for past 3 days

Sometimes it says there is no issue and other times it says they know there is a problem and an engineer is looking into it.

  • Is your landline connected via the hub (21CV) or via the traditional socket? 

Traditional socket.

  • Are you able to try an alternative handset? 

Yes, I've got a standard phone for emergencies/power cuts and tried it in the master socket and still only get a busy signal. 

  • Are you able to make or receive any calls? 

I have been unable to make or receive any calls.

  • Is there a dial tone? 

No, there is only a busy signal.

 

Yesterday (Monday) the phone started working normally with first the Virgin notification of a voice mail message, which I cleared and then the normal, steady dial tone was available.

This morning, when my wife has tried to call the doctor surgery the same busy signal is present, blocking the ability to make or receive calls.  Yes, we have a mobile but the reception is poor at in the WD7 area we live in and you have to hang out the upstairs window to get a marginal signal to speak to anyone.  Therefore, it is critical that we have a reliable landline.  That is what I'm paying £19 a month for.  

I've filed a complaint with OFCOM but they say they won't look into it for 6-8 weeks.

I am again without a home phone.

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John_GS
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Re: Home phone hasn't worked for past 3 days

Hi BAKanyon74,

 

Sorry for the delayed reply

 

It's a technician visit that's needed

 

I'll PM you now to advise of the date

 

Kind regards,

John_GS
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Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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John_GS
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Re: Home phone hasn't worked for past 3 days

Hi @BAKanyon74,

 

PM has been sent with all the details.

 

You can track your visit here

 

Kind regards,

John_GS
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Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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BAKanyon74
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Re: Home phone hasn't worked for past 3 days

Thanks for arranging the engineer visit.

Looks like I'll be without my home phone for another 8 days, making the total outage two weeks.

I appreciate the help, but I find it extremely sad that it has taken 3 days to get to the point that the fault is recognized and something is going to be done about it.

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BAKanyon74
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Re: Home phone hasn't worked for past 3 days

And not to mention the 6 hours I have spent on the phone and computer holding to try and reach someone at Virgin.

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John_GS
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Re: Home phone hasn't worked for past 3 days

My apologies again for this. 

 

Please do let us know how the visit goes

 

Kind regards,

John_GS
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Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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BAKanyon74
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Re: Home phone hasn't worked for past 3 days

Text received today:

"Hi, it's Virgin Media. We've put your service visit on hole while we investigate a network problem affecting your services.  We'll update you when this is fixed."

And my phone is still not working and I have no engineer visit to sort it either. 

My fear is that it won't be sorted and I'll now be waiting until Feb until it is.

Completely unacceptable.

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Zak_M
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Re: Home phone hasn't worked for past 3 days

Thank you for coming back to us. 

 

If there is an area fault then your engineer appointment will be put on hold.  If this isn't resolved then the engineer appointment would be re-arranged. 

 

Kind regards,

Zak_M 

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