I had a crackling landline for a couple of weeks and had an engineer come out last Saturday. After his initial tests he said the line was clean but when I listened it was still crackling, he then went away and ran more tests. After a little while he called and said he'd identified a cable fault and it would need replacing, that should be done in 2-3 days.
Since at least Tuesday our landline has been completely dead. There doesn't seem to be a way of checking for updates on the last call-out to see how the job is progressing. I ran the status checker and made another engineer appointment for next Saturday.
Firstly, I'd have expected there to be some way for me to track my support call as it's still the same one as far as I'm concerned - they haven't fixed my fault.
Secondly, I'm not normally one for compensation but it looks like Virgin pay "£8 per day for a total loss of service after 2 full working days from registering the loss of service to us". I'd like to think this would run from at least last Saturday when the engineer said there was a section of cable needing replacement. Is this credited automatically, or do I need to chase for it?
Thank you for reaching out to us in our community, I am sorry your landline is still not working,
I have tried to check things our end however I was unable to locate your account with the details we haver, so I can help I will invite you into a private chat, I will send you an invite shortly please click on the purple envelope to accept.
The second engineer successfully reconnected us and also replaced some cabling which resolved the crackling line problem. We're waiting for the 'gardening' team to come and tidy up the external boxes as they are still a mess.