Landline not working

[maxlugg]

Hi,

My landline hasn't been working for at least 2 days. I get a dialling tone but any number I ring is engaged. When someone calls me, my phone rings but when I pick it up I get the engaged tone again.

The support page of the website doesn't work (it just goes round in a loop). I've tried calling support on my mobile but after being on hold for 5 minutes I was disconnected.

[maxlugg]

I replied to the PM, still waiting.

Also this thread us marked SOLVED which it isn't, can it be returned to not solved please?

[maxlugg]

Still not working and no further response from Virgin Media. From my original post:

I get a dialling tone but any number I ring is engaged. When someone calls me, my phone rings but when I pick it up I get the engaged tone again and the caller is disconnected.

My phone stopped working on (at the latest) Wednesday 13th July. I reported online here on Friday 15th July and on the same day spoke to a support person on the phone.

Since then, I have been told it is fixed three times and had one visit from a technician. I have rebooted the hub multiple times and as requested yesterday performed a hard reset. I have tried three different phones in the port. I have been told by the technician who attended that it is a software fault at the backend that there is nothing wrong with my equipment and that others in my area have exactly the same problem. 

Hayley_S, Lee_R, Vikki_M  and Jodi_S all have my account details from previous calls.

I have spent hours chasing this. I am not prepared to enter into any further dialogue on this issue which only VM can fix.

Please ring me on my home phone when the problem is resolved.

Number of days without service (since 13/7)	19
Days of total outage from 2 working afters after reporting (19/7)	12
Compensation due under the automatic compensation scheme	£100.80

[maxlugg]

I get a dialling tone but any number I ring is engaged. When someone calls me, my phone rings but when I pick it up I get the engaged tone again and the caller is disconnected.

An update for information only. 

Since reporting this there have been 5 outages and 2 technician visits (a 3rd visit was cancelled). 
The customer complaint raised on 3 August is "ongoing".

I am told that the same issue is also affecting a "handful" of other customers in my area. If any of you are reading this I would urge you to log the problem if you haven't already, the £8.40 per day compensation is only payable when you do.

Now entering the 5th week with no service. 

Number of days without service (since 13/7)	28
Days of total outage from 2 working days after reporting (19/7)	21
Compensation due under the automatic compensation scheme	£176.40

[John_GS]

Hi @maxlugg

Thanks for coming back to the thread, my colleague did not receive a reply to the PM she sent. Please reply to it so we can assist further.

Compensation is not payable for SNR issues so it would be since the 25th, not the original date as well I'm afraid to say.

Kind regards,

[maxlugg]

Hi John,

As I mentioned, my post was an update for information only. There is a technician dedicated to the problem who has called me again this morning.

With regards to your SNR comment, I had a text from VirginMedia on Tuesday 12 July 12:23 telling me work had finished and the service was back to normal. The phone has not worked since that time. There was no SNR in place when the line first broke. Any subsequent outages (and there have been a number) have had no bearing on the fundamental problem, i.e. total loss of phone service.

One of the frustrations is that every time an "outage" is completed I am told the service is back, which it never is!

[John_GS]

The SNR issue was fixed and then re-opened under the same ticket. Please do update the colleague via PM and they can book a tech for you.

Best,

[maxlugg]

An update for information only. 

I get a dialling tone but any number I ring is engaged. When someone calls me, my phone rings but when I pick it up I get the engaged tone again and the caller is disconnected.

The customer complaint raised on 3 August is "ongoing".

Number of days without service	35
Days of total outage from 2 working days after reporting	28
Compensation due	£235.20

[Ilyas_Y]

Hey @maxlugg, thanks for reaching out to us.

I'm sorry to hear about the issues you're having with the landline.
After looking at the system I can see this area fault had been raised again on the 1st August and the estimated repair date for this is August 22nd.

Regarding the complaint you have, the response to an active and open complaint may take up to 28 days from when it was raised.

Kind regards.

[maxlugg]

Hi Ilyas,

Thank you for the update about the area fault. It would be helpful if these outages were reflected on the VM website as the service status always says no known faults.

I'll wait for next Monday in anticipation! 

[Kain_W]

Apologies for this not appearing on your account maxlugg,

It seems like the issue is a complicated one however our team will try to resolve this as soon as possible for you.

Take care,