Landline phone down, technician missed appointment time and no explanation

[Thadius_Cole]

Hello can someone from the support team please help and check if my appointment to get the landline phone working again is still live?  Previously forum team member Akua_A made the appointment but it is now nearly an hour after the appointment time and I have no idea what is going on now.  I have no message about a rescheduling, change of date or if it has been registered as completed or not.  Our phone is still not working as of Monday.

[Thadius_Cole]

It has now been a full hour since the appointment time (8:00-12:00) and no information from virgin as to what is happening.  We can't contact Virgin via phone because it is down.  Can anyone please check if our appointment is still live or has been rescheduled?

[Hayley_S]

Hello @Thadius_Cole,

Welcome back, thanks for posting.

I am sorry for the issues with your Landline.

I have checked and this an outage, we are waiting for an update on this. No one is due to come to your home, as this is an area issue, sorry for the confusion there.

Many thanks,

[Thadius_Cole]

Ok thanks for that information Hayley.

I am just confused as to why another member of the team here made the appointment for me and didn't see that this was an area issue.  I had to rearrange the entire day because we thought an engineer was arriving this morning.  Is there any ETA on when this is supposed to be fixed?

[Hayley_S]

I am so sorry for this @Thadius_Cole.

We do not have an ETA at the moment, but once we do we will be able to update everyone who is being effected.

Also try using the service checker, and see if this provides updates also.

Many thanks,

[Thadius_Cole]

So does my account here show my customer area code? I am just confused because yesterday in DM's I had to provide account information to Akua_A before they would talk to me and they had no idea there was a fault.  The service and status checker say everything is fine which is what confuses me about this situation.  Sorry for the rapid responses.

[Hayley_S]

I am sorry for the confusion @Thadius_Cole, I checked our systems and it is now showing an area fault for landline. 

I do apologise for the confusion with the tech appointment, but we will be able to update you once we have more information. We are currently waiting for a specialist engineer to visit the effected area.

Many thanks,