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mickleickle
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Message 51 of 68
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Re: Landline not working

Ayisha, is there anyone you could forward this to who may be able to help? I am not getting at anyone but the situation is ? can't think of an appropriate expression. In theory it should take one 5 minute phone call to report and action. In practice I am now spending several hours a day just getting a fault notification to the right area.
 
This is a straight forward issue. There is a recurrent fault that impacts my phone line service.
 
You know what the fault is.
 
You apply a temporary fix each time. I can only assume it's a continual fix fail. Why can't you apply a permanent solution?
 
 
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mickleickle
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Message 52 of 68
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Re: Landline not working

continued:

The phone has currently been down since 17.25 03/05/20.
 
You know when the phone is down. You know when there is a network outage. 
 
If it is not cost effective to apply a permanent solution for a few impacted customers, why not just say so and I can look at alternatives. 
 
I appreciate this relates to a technical issue but surely someone in your organisation has an interest and can give an overview.
 
 
 

 

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mickleickle
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Message 53 of 68
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Re: Landline not working

Who is invested in resolving this issue?

 I understand telecoms network is outsourced and not deemed Virgin Media internally i.e. if it's a network issue it is not a Virgin Media problem. I imagine there is cost somewhere covering network support. If it's inclusive is anyone bothered i.e. there is no visible cost for each call out. If there is a charge made for each call out, I imagine an Account/Relationship Manager has an interest. If the latter, what do I need to do to attract interest to support a permanent solution.
 
On the ground, I doubt anyone is bothered - 1st line, 2nd line, engineers etc. It's what they do day in, day out. As long as everyone is paid does it matter how often they have to do it? I would have thought Area Field Managers, if they were Virgin Media employees, would have an interest but I don't know how it all works.
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Ayisha_B
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Message 54 of 68
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Re: Landline not working

Hi @mickleickle,

 

I would wait for our 2nd line faults team to contact you. 

 

This is usually within 24 hours. 

Ayisha_B
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mickleickle
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Message 55 of 68
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Re: Landline not working

Ayisha, have you been able to forward this on to anyone? 

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Sofia_B
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Message 56 of 68
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Re: Landline not working

Thanks for getting back to us @mickleickle

 

Have the 2nd line faults team been in touch? 

 

Thanks, 

Sofia
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mickleickle
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Message 57 of 68
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Re: Landline not working

Sofia, yes someone rang. The phone came back on around 14.23

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Sofia_B
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Message 58 of 68
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Re: Landline not working

Thanks so much for the update @mickleickle

 

Glad to hear this has now been resolved, any further issues please pop another post on this thread and we'll happily assist. 

 

Thanks, 

 

 

Sofia
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cdsjon
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Message 59 of 68
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Re: Landline not working

My landline as not worked for 13 days - no dial tone, i have called 150 twice and they have not been able to resolve anything.

All services where cut off after i agreed a new contract, after 5 days and six hours of phone calls got broadband and tv back. but no home phone.

Appears you changed my number even through i asked to keep my old number, but neither work anyway. Your fault finding app was not working the other day and today the guy i spoke to could not resolve the problem

Please help?, sick of all the issues i keep having with Virgin Media.

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Zoie_P
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Message 60 of 68
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Re: Landline not working

Hi Cdsjon,

Please do not spam on threads, I can see we have replied to your other post, and someone form our team is helping you 

Zoie

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