Landline not working again

[SammieC1]

Could you please help? Please can someone help?
For the third time my landline doesn't work. The engineer comes out, fixes a different issue goes away. It will work for two weeks and then the fault returns.
Always the same fault. When making or receiving a call it works for approximately ten minutes and then the line goes dead.
I am so fed up of paying for something that doesn't work. All I have received is two days compensation but ever since I moved over a year ago it hasn't worked properly.
Please can someone help? I feel such despair with this issue. It doesn't work, engineer comes out, time off work, paying for something that doesn't work but have another 6 months contract left.
Please please can virgin help with this issue?
My landline is not working again. An engineer comes out, finds a different fault. It works for two weeks and then doesn't work again.

[Ayisha_B]

I will be more than happy to help further!

Will pop you a PM now to confirm some details and we shall take it from there.

Speak soon

[SammieC1]

Can you help? After rebooting the hub the landline is still not working. 

[Travis_M]

Hi @SammieC1

Thanks for your response

I can see you're currently in a private message with my colleague, they'll be back in touch as soon as they're back on shift 🙂

Regards

[SammieC1]

OK thank you. 

[SammieC1]

Paulina, are you able to help me please? This issue has been on going for some time.i am paying for a service I am unable to use.

If this cannot be fixed, could the landline be removed please? 

Please advise ASAP. 

[Tom_W1]

Hi @SammieC1 thanks for your reply, sorry you've had this ongoing for so long.

As we'd mentioned, it does seem a colleague invited you to PM with them, we would recommend to keep in touch with them and if they haven't responded, please send them another message chaser here and we'll get things resolved for you.

Many thanks

[SammieC1]

Hi, thank you for coming back to me. I thought I had sent a chaser on here. It's what you responded to.

Do I need to create a new message and not reply to existing one?

Are you not able to message Paulina asking her to respond? 

[Tom_W1]

Hi @SammieC1 thanks for your reply.

Apologies, the chaser via PM is what we mean. My previous colleague has said you're in discussion via PM to another colleague - it looks like Ayisha reached out to you on here, you can chase Ayisha directly here if she hasn't responded to date.

I hope this helps.

Many thanks

[Ayisha_B]

Thanks for your time via PM @SammieC1 

 I've booked a technician for you to come out and have a look into the issue with your landline. You can find confirmation of the visit via your 👉 online account.
Please let me know if there are any problems with the date or time and I can look to reschedule this for you. In regards to the appointment there are some details you need to know about. 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 also 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.
Let us know how the visit goes!