How do I arrange an appointment for technician to move me from landline to fibre phone?

[gjbarclay]

I have been sent a letter from Virgin Media about switching my landline to fibre network.

I tried, as instructed, phoning 150, but the letter and email don't tell me which of the keypad options I should choose. Choosing 'technical issues' and 'new setup' I ended up with VM operators, one of whom had no clue what I was talking about. Another claimed that she had made an appointment but could not give me the date or time, and the app shows that no appointment has been made. There's also no way, apparently, to let VM know we need a emergency back-up line either as part of the switching process.  

[Akua_A]

Hi @gjbarclay,

Welcome to our community forums and thank you for your first post.

Sorry to hear you have been having issues trying to arrange a technician appointment and an emergency backup line. We can understand your concern and we want to best help. For this reason, I have sent you a private message. Please look out for the purple envelope and provide a response when you can.

Thanks,

[Akua_A]

Glad to have been able to help with this @gjbarclay.

Please let us know how the appointment goes and if you need any further assistance

Thanks,

[gjbarclay]

Hello Akua

I have left this a few days. I have not been contacted to arrange an appointment, as you said would happen. I checked the Virgin Media app and no appointment is logged there either. This process seems very badly organised. Is there anything you can do? 

[REMOVED]

[MOD EDIT: Personal and private information has been removed from this post. Please do not post personal or private information in your public posts. Please review the Forum Guidelines]

[Akua_A]

Hi @gjbarclay,

Welcome back to our community forums. Sorry to hear you have not been contacted regarding your appointment. I can take a further look into this for you. Please look out for the purple envelope and provide a response when you can.

Thanks,

[Akua_A]

Glad to hear you can see the appointment, @gjbarclay. In this case, please reboot your app and let me know if the issue persists.

Thanks,

[Dipak]

Last week I phoned 150 to arrange for a technician visit to switch the phone line to the fibre network.  This was not easy as there were no options available to select the switching of the phone line.

The person that I spoke to asked several questions and agreed that a technician would be needed and that I would be contacted by a text message with the date and time of the appointment.  A few days later I received the following text message which left me very frustrated :

"Hi, it's Virgin Media.  You'll be switch to our new fibre home phone service on 14 April.  Call us on 150 or 0345 454 1111 to arrange a technician visit."

I'm not sure of what to do next and the choices I can think of are:

• Phone 150 again - presumably I will then receive another text message telling me to phone 150
• Do nothing and wait to see if I get another text message with a date and time for a technician appointment
• Hope that someone on this forum reads this message and can inform Virginmedia what I need to do next

[David_Bn]

Thanks for your post on our Community Forums @Dipak.

Check out the purple envelope in the top right hand corner for a private message from me and I'll look into this for you.

Kindest regards,

David_Bn

[glfm]

I have the same problem. When I called 150 today I spoke with 3 separate people who did not know about any landline move to fibre. 35 minutes later I was transferred and cut off. The virgin email said that my landline would not fully work from tomorrow. My phone and modem are in separate rooms. How can I contact virgin to arrange a Technician? Thank you

[Paulina_Z]

Hi @glfm,

Welcome to our Community Forums! Thank you for your first post and I'm very sorry to hear that you're having some issues with our Home Phone Switchover process.

Apologies that you've had some issues when contacting our team. We'll be more than happy to look into this and help further.

I'll send you a Private Message so please keep an eye out for a purple envelope at the top right corner of your Forum page. I'll be in touch soon.

Thank you. 🙂