Landline switch to fibre

[Ian251]

I have been told that my switch to fibre phone is 24 November. However the landline has now stopped working, over a month before the switch was due, apparently because the local exchange got ahead of itself and inadvertently changed the system. So I and others in the area are without a landline. Thanks, virgin. Another fine mess. However, although virgin have been advised they have not contacted any subscribers about this issue and their website continues to say there are no issues in the area. Why have they not come out and apologised for this **bleep** up?

[Adri_G]

Hi Ian251, thanks for posting on our help forum with your issue.

We're sorry to hear your landline has stopped working earlier than advised based on our service switch to landline via fibre optics.
This may be a coincidence and your landline could be experiencing a fault or local network outage, how are things since you posted yesterday?

Has the line been restored, or have you contacted our faults team to fix this / book a technician so far?
Let us know if you still need our help, happy to assist you further.

[Ian251]

It is not an equipment fault. Others have the same problem. I have booked a technician visit.

Why has virgin not taken responsibility for the **bleep** up? They should becontacting everyone affected. Instead, it is down to the customer to take action.

[Adri_G]

Thanks for your reply and for confirming this, Ian251.

If this is due to an area outage a technician won't be able to help, we'd need a network engineer instead - this has been booked as a fault visit, based on your info.
Also, allow us to explain when area faults occur, we cannot predict them or how many / which customers this will affect exactly.
For this reason, we provide information and live updates about outages on our Service Status Page online when it comes to these issues, and we also give our customers the option to report a fault that has affected them, so we know what the impact has been in this occasion.

Please, have a read about our compensation scheme in place for those who experience a loss of service here.
We'd love to advise further in case you have more questions or concerns, kindly update us on this visit and your landline issue too.