Landline - not working

[Jeffberg01]

My landline went down an hour ago.  I contacted VM on my mobile using 150 and went round in circles because VM did not recognise the characters I was using from my password.  Eventually, they tried to connect me with an operator and I sat in a queue listening to music.  I eventually gave up on this and tried the virtual messaging service which does not work as it directed me back to150.

Help, how do I get an engineer to provide me the service I pay for!

[Lee_R]

Hi @Jeffberg01 thanks for posting and welcome back to our community.

Sorry to hear that your landline is not working and that you've not been able to get through to a team to get your issue resolved. For future reference, an option for you may be to check for any issues in your area here. It will also enable you to login to your account and book an engineer if required. However, as you've reached out to us, I am going to send you a private message, as I would love to help you get your landline issue resolved. 

Regards

Lee_R

[Lee_R]

Hi @Jeffberg01, 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 that someone over the age of 18 is at the property for the time the engineer is there. If the appointment is unsuitable or if anyone living at your property has tested positive for Coronavirus, has been asked to self-isolate or has flu-like symptoms then please reschedule the appointment on the same link. If you do miss the appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment so it is important to reschedule if needed. 
Please do let us know how the appointment goes.

Regards

Lee_R

[Jeffberg01]

Hi Lee,

The appointment is not showing on the VM Orders page.

Can you check and see if has been arranged.

J

[Lee_R]

Hi @Jeffberg01, thanks for getting back to me. 

I am sorry that your appointment is not showing in the 'orders and appointments' part of your online account.  I will reach out to you again privately.

Regards

Lee

[Lee_R · Accepted solution]

Hi @Jeffberg01, thanks for getting back to me privately.  

This is just a quick note to confirm you're satisfied with the response and efforts of the forum team?  Remember, if you ever need assistance in the future, our fantastic community and forum team are always willing to lend a hand. Also, please bear in mind that our website offers lots of helpful information and also, you can manage your account from here.

Regards

Lee_R
 

[Jeffberg01]

Hi Lee,

Thanks.

J