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Landline not working

Chris109
Joining in

My landline has been completely dead for days. I have raised a complaint, as it is so frustrating calling Virgin. I have a response stating that it may take 28 days to look into, however I can check in My Virgin Media account for updates on my complaint. I do exactly that and find that I do not have a complaint registered. 

9 REPLIES 9

Kain_W
Forum Team (Retired)
Forum Team (Retired)

Hi Chris109,

Thanks for your post and welcome to the community.

Sorry to hear that you're experiencing issues with the landline, just regarding the phone, is it connected through a fibre line?

Also has there been any area faults raised during this?

Regards,

Kain

Chris109
Joining in

Hi Kain, yes it is connected through a fibre line. There have been problems with tv pixilation and e mails. The landline is still not working and an Engineer is coming out on Monday. 

Thank you for your response @Chris109.

We are glad to see you have an appointment set up for your landline issue. In regard to your complaint, did you raise it here https://virg.in/makacomp Did you also get confirmation after submission?

Also for the email issue, we have now restored the ability to send and receive emails for all affected accounts. Our teams are continuing to work flat out to restore historic emails into the inboxes of a small proportion of accounts. We apologise for any inconvenience caused.

Are you able to let me know if the issue with emails persists with accessing the account? Can you also expand on the pixelation issue so we can best help?

Thanks,

 

Akua_A
Forum Team

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Chris109
Joining in

I raised the complaint through the Virgin Media webpage. I have just had a note that the landline has been fixed, stating that it was a network issue, not my equipment. The Engineer has been cancelled by Virgin. The pixelation, on various channels, has also now been cleared. I presume that this was part of the network problems. I personally had no issues with email, but my next door neighbour could not get emails for several days.

How do I organise a reimbursement for the 4 x days that my landline was not working?

Thank you for letting us know. Is your complaint listed here https://virg.in/mycases .

We are glad to see both your pixelation and landline issue was resolved. We apologise for the downtime. Please check here to see if you may be entitled to compensation https://virg.in/autocomp 

Thanks,

Akua_A
Forum Team

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Chris109
Joining in

I have no idea where the complaint has been logged. The complaint is referenced as follows Customer
Complaint reference: C-220623190

Hi @Chris109

Thanks for the reference number, it will be located under the link 👉 https://virg.in/mycases. Any correspondence that we will send will be via email and can potentially end up in your junk/spam folder. Have you looked into any form of compensation for the loss of telephone service 👉 https://virg.in/autocomp ?

We would advise to look into it and see what you are eligible for.

Sabrina

Hi Sabrina, the link that you attached does not work. I am entitled to daily compensation after 48 hours on report of problem. I have no idea what date I registered the loss of service.  It went down on Wednesday 21 June and came back on Sunday afternoon 25 June.  The complaint email does not give any details as to date my complaint was registered. 

Thanks for coming back to us Chris109, I would be happy to take a further look into this for you but first I would need to confirm a few details via private message, please look out for my message and we can get started.
Kind Regards,
Steven_L