No dial tone for 24 hours. Online fault detector either finding no fault, giving "oops" errors that the facility is broken, or on three occasions accepting there is a fault. Have been notified three times it's fixed - but still no dial tone, and no way of escalating online.
I've had no phone service from sometime last night, (Aug 9th) until 15:20 today, (Aug 10th). I rang the help number and I've been "on hold" on my mobile for 18 minutes listening to absolutely crap music and now I'm being told, by the gentleman who eventually picked-up, that he is conducting tests. After 5 minutes or so I am being transferred to another department and more music is assaulting my eardrums! Eventually I was told that the fault wasn't with my equipment but that it was an area problem and that it should be resolved within 4 to 6 hours. He also gave me a freephone number, which he claimed was a London number, to ring if there was no resolution of the problem by then. That number was 0800 5610061.
I did mention to him that the "My Vigin Media" page was asserting that there were no issues, with the phone service, in my area. He said that was wrong.
Now we wait and see what happens......................
Thanks for the info and phone no. Mobile coverage is poor where I live or I too could have shared your enjoyment of crap hold music.
While the VirginMedia page says there is nothing wrong with my line, friends calling get the message that the number is out of service. Their call provider knows it's dead, ours isn't aware that one of its own appendages has dropped off.
There needs to be a more robust method of reporting faults and requesting help online - the website generating errors isn't a solution.
This time no service update email from Virgin to add to the previous five claiming they'd fixed the line.
28 hours without a phone isn't great, but closing faults without actually fixing the issue is poor.
G4eddie - thanks again for that phone number. The automated answer knew there was an issue in my area when the website didn't, and that I had raised a fault after Virgin had sent an email saying it was resolved.
Phone was fixed and available as promised from 18:35 on 11/08/20 - and lasted until 15:10 the next day, when it failed during a received phone call.
Website says Virgin are aware, and the line will be fixed again by 22:50 on 12/08/20.
On the plus side - I did get a letter from Virgin Media today telling me they're not putting prices up in 2020. Those annual price increases are always fun - just when you think you've negotiated a price for the next 18 months, surprise - mid contract price hike!
Hi Andrews13 - no landline for over a week? Crazy bad service!
The freephone number G4eddie gave above was useful. It's automated but recognised my outstanding fault when the online site didn't because someone had cleared it without actually fixing the problem.
The choice seems to be between a website that ony partially functions and hides options sometimes, an automated phone line that has different info, or a distant call centre hidden behind extended performances of hold music.