Customer account number: removed
Complaint reference: removed
Hello Rahim Forookhi,
We have a little update on your complaint with us. We didn’t want to delay things, so we’ve gone ahead and looked into a resolution for you.
Here’s a quick recap
Your complaint was:
Home Phone -> Faults -> I'm unable to make/receive a call
We’ve looked into it and here’s what we found:
Thank you for writing in, we understand your query in regards to your service, according to your online complaint I have learned that you're having issues with your landline which is affecting your day to day work, we understand as a customer you have high expectation when it comes to a service without any distraction.
However, as we reviewed your account, I see that there is an outage in your area, we can only assume that, due to higher volumes of network traffic, this could be causing strain on your local area network resulting in these issues being more apparent than usual, I see that the outage date open was on 12 OCT 2022 22:07 so to improve the services the engineers are trying to fix this issue and the estimated time is 02 NOV 2022 11:45, we will be sending you the updates regarding outage via email and text message.
I would just like to inform you in regards to the compensation regarding the loss of services which is automated as per the auto compensation scheme hence if the system detects any loss of services the credits will be applied automatically you can login to https://www.virginmedia.com/help/automatic-compensation or https://www.virginmedia.com/help/fix-an-issue as self-care assistance.
And to keep an eye on the status of your fault, try registering or signing in to your account at virginmedia.com/myvirginmedia. Alternatively, you can view this information on the My Virgin Media app, which you can download onto any compatible iOS or Android device. You can also use our webchat service with this link https://www.virginmedia.com/help/live-chat. If you need any more help in the meantime, please take a look at our help and support site at virginmedia.com/help. We appreciate the time and patience you have invested in writing to us.
Here's what we offer as a resolution:
Technical ->Technical help provided
We hope this works for you.
We’ll keep your complaint open for 28 days from now just in case you still want to talk through your options. Please ring us on 0345 454 1111 if you’re not completely happy with the resolution
If we don’t hear back after 28 days, we’ll assume you’re satisfied with everything and close your complaint.
Stay on top of your services
To make the most of your time with us, make sure you’ve downloaded the My Virgin Media app. With it, you can manage your bills with a tap and a swipe, check the service status in your area, find out when we expect any known problems will be fixed, diagnose issues with your in-home equipment, and loads more.
Take care,
The Virgin Media team
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