I live in SW18. On Thursday 25 June, my landline suddenly stopped working - it has NO dial tone. and this has lasted for 3 days. My TV and Internet, also part of my VM bundle are working fine. My handsets are charged and in working order. The display on the handsets says "Check Phone Line". I have run all the tests suggested on the VM website and no problems are reported. My neighbours also with VM landlines have no problems. I tried to book an engineer on line but VM says you can only book an engineer on the phone. I could not find any online chat facility. In fact the system just takes you round a loop repeating all the same tests. I have spent over an hour on the phone to VM on 3 occasions and I am told I will be connected to someone who can help me but this doesn't happen , so it is now impossible to book an engineer, either on line or by phone. I am very reliant on my landline. When I call my landline from another phone, it rings as usual including playing my personalised message and "appears" to record the caller's message. Of course I cannot retrieve the messages so I have no idea who has called me. What can I do?
Hi, I have exactly the same issue. Broadband went at 9.40 on Thursday 25th and was intermittent throughout the whole day. I then saw that the landline was not working no dial tone. The phone is fully charged and is working through the intercom. I can't get hold of Virgin at all, it says that the helpline is open on Sunday 8.00 to 6.00 but the message on the line states "our offices are closed" and refers you to the website that will take you round and round in circles. Pretty poor service and nobody to complain to.
Thanks for your response. When my landline lost its dial tone, nothing out of the ordinary happened here. However I am aware that VM had a massive outage all over London on the same day.
Yesterday after another long wait on the phone, I finally got to speak with someone at VM. After he took me through all he same checks and tests that I have done numerous times on the VM website, he said I would need to have an engineer. However, the earliest appointment I was offered is Thursday 9 July between 8am and 12 noon I have accepted the appointment although it is at a very inconvenient time as I have an important hospital appointment in the early afternoon. It is also shocking that I have to wait so long for an engineer when it has already taken me four days to get in touch with anyone for VM.
Are you able to get me an earlier appointment for an engineer?
Thanks for your message. I followed your instructions and rescheduled to July 7 but when I confirmed the change, the website said:
"We can't reschedule home visits online right now. We can still reschedule your appointment over the phone. Please call us."
This is very disappointing especially as I was much encouraged by your suggestion. I know from my experience of the past 6 days that I will wait for ages for someone to answer the phone and then they will make me go through all the checks and tests again by which time the slot will have been booked by someone else. So I will keep the appointment as it is. I simply do not have time to spend hours on the phone yet again. This is shocking customer service.