Landline Outage

[adesaijia]

Hi Virgin Media Support,

I have been having issues with my Landline since begining of November. The phone has been working intermittently due to outage in my area. There were times when it has not worked at all for few days. 

I reported above issues to your call centre on numerous occasions to no avail. I also used Virgin Media Chat BOT and got no where. At some stage when I had called in, I was told that I would be sent Compensation Form for the outage which I never got. When complained about the compensation form that never arrived, I was told it will be dealt with and given Reference Number C-111222508. I am still waitng for the form.

On 12th of December, all my services stopped (Phone, TV, Broadband). However, they came back after few hours, except Landline which is still not working today. 

Please help to resolve all of above issues.

[Kath_F]

Hi adesaijia, 

Thanks for your post and welcome to the forums. It's great having you on board with us in the Community although I am sorry to hear you've been have some issues with your services. 

The first thing I would like to address is the compensation form you've mentioned. We don't have any sort of form. We have an automatic compensation scheme that assesses your account once a fault is raised. If you meet the criteria then compensation is automatically applied. You can read more about this here. 

Checking things this end, I can see that your TiVo is out of specification, your hub's downstream power levels are too low and the telephone line is showing an issue too. We won't be able to fix this remotely so I would like to arrange for an engineer to come to take a look at this for you. 

I just need to confirm the address to ensure we are booking the visit on the correct account. I have sent you a private message regarding this. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.

Thanks,

[Kath_F]

Hi adesaijia, 

Thanks for coming back to via private message to confirm your information. 

I have booked you in for the next available appointment. To view this please sign in to My Virgin Media here: My VM. Once you log in scroll down to Orders & appointments then click on View your orders. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit, please do let us know and we’ll pop you a message to pass data protection and confirm the appointment details.

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 there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment. If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.

We will continue to monitor your services and if we can see that the fault has cleared and the visit is no longer required we will cancel the appointment and let you know by text and email

Lets us know how the appointment goes. 

Take care.