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Landline - No Service

twselon
Joining in

My landline has stopped working and cannot make or receive calls. I have tried another phone and checked all connections but to no avail. I have tried calling and been on hold and cut off. Please arrange an appointment to have fixed ASAP.

7 REPLIES 7

Paul_DN
Forum Team
Forum Team

Hi twselon,

Thank you for reaching out to us in our community  and welcome, sorry to hear your landline isn't working, I was able to locate you on our system with the details we have for you and can see some issues with your Landline, so I can help further I will send you an invite into a private chat, once received please click on the purple envelope to accept.

Regards

Paul.

Despite providing answers to 6 questions relating to my account in private chat nothing has been done to resolve this issue or arrange for an engineer. It should not be so difficult to get a reasonable service from Virgin. Please progress my issue now.

Paul_DN
Forum Team
Forum Team

Hi twselon,

Thanks for coming back to me via private message to confirm your information. 
I have booked you in for the next available appointment. To view this please sign in to your Online Account, once you log in scroll down to Orders & appointments then click on View your orders. 
Just to confirm, there will be no charge for this visit unless:
The technician diagnoses the faults as not being caused by our network/equipment
The technician discovers that the fault or problem relates to your equipment
The technician discovers that the fault or problem relates to any system that we are not responsible for
The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.
Please ensure that someone over the age of 18 is at the property for the time the engineer is there. If the appointment is unsuitable or if anyone living at your property has tested positive for Coronavirus, has been asked to self-isolate or has flu-like symptoms then please reschedule the appointment on the same link. If you do miss the appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment so it is important to reschedule if needed. 
Lets us know how the appointment goes.
Regards
Paul.

My landline started working today and so cancelled engineer. I was advised that I can switch to fibre network now which I agreed to yesterday and want to ask if this needs an engineer to come to my home to do this switch?

Hi @twselon thanks for your reply.

It would need an engineer callout if you're doing this ahead of the automatic switchover date, if you wait to be automatically switched, you'll receive an adaptor in the post and you simply connect your landline to the Hub.

Are you happy to keep the engineer visit in place if you got this booked in?

Many thanks

Tom_W

Hello and thanks for the reply. Please can you reinstate my engineer appointment for Tuesday 1st November pm to do the switch?

Hi @twselon thanks for your reply.

I'm not sure if you have cancelled the visit, that we can get this back in for you but I'll certainly send you a PM so I can look into this for you.

Kindly expect the PM to arrive shortly and respond directly when you can!

Many thanks

Tom_W