Landline not working in wall socket or hub

[JillBoswell]

Dear VM,

My landline phone has been not working for many weeks now, and every time I phone VM I get sent round in circles with people telling me there may be a problem in my area, but weeks and weeks have passed with no improvement.

There is no phone line at all, I can't make phone calls or receive (callers hear a ringing but it does not ring in my house). This has been very distressing as it has been happening through a time of serious family illness and bereavement, and I have had no help of any use from Virgin. I am now living with bereavement and the lack of telephone is a great problem and frustration for me.

My broadband and TV are working fine. The phone has been plugged into a wall socket and was working fine for years. I've tried also plugging the phone into the hub, but the router settings say "telephony disabled" and there is again no phone line at all. I've tried all the things anyone will suggest about different phone, checking it's plugged in etc. It just isn't working and there's no line.

What I want is for someone to actually help, not talk nonsense to me and send me round in circles on the phone listening to music.

[Zach_R]

Hi @JillBoswell,

Thank you for your post and welcome to our community forums. We're here to help.

I'm really sorry to hear that you're experiencing some problems with your landline service. I've checked things on our systems, and I'm unable to detect any faults on the line currently. Is there no dial tone at all? Have you been able to test a different handset to see if this issue may be equipment related?

Thanks,
 

[JillBoswell]

I have three handsets and none of them works at all. No dialling tone and cannot receive calls either.

[Zach_R]

Hi @JillBoswell,

Thank you for checking and confirming. It's a shame to hear that this hasn't helped.

I'm going to send you a private message in a few moments so that we can take a closer look. Please respond to this when you can and we'll proceed from there.

Thanks,
 

[Zach_R]

Hi @JillBoswell,

Thank you for getting back to me via private message regarding this. As we discussed there, a technician visit has now been scheduled and booked to look into this further.

I'm unable to confirm the date/time of the visit publicly for security reasons, but you can check and manage the appointment if needed via your My Virgin Media online account.

Let us know how it goes.

Thanks,
 

[JillBoswell]

Zach 

thankfully the technician visit has done the job and my phone is fixed. Just a shame it took two months of fruitless calls to the virgin support team to get to it - at no point was a technician visit offered, and I was constantly given false information about how there was a problem in my area but it would be fixed soon. 

since I had no phone service for over two months (26 November until yesterday) can you confirm I will receive a refund credit for the failure of service?

thank you.