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Landline

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Mashby12
Joining in

on ‎15-02-2023 13:25

Can you request a refund for the time we have been without our phone service or do you get one automatically from Virgin media. I have received a text from Virgin to say they have located the fault and we should be getting our landline back on Friday about 18.00 hours. 

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Paulina_Z
Forum Team
Forum Team

on ‎15-02-2023 13:37

Hi @Mashby12,

Welcome back to our Community Forums! Thank you for your post and I'm very sorry to hear that your services are impacted by a local issue!

I've taken a look at our system and there's an SNR (Signal to Noise Ratio) Outage that's impacting, TV, broadband, and Landline services in your area at the moment. The Fault number is F010414313 and the current estimated fix time is showing as Friday 17/02/23 at 6pm. 

We do have an Automatic Compensation Scheme that is applied to all customers. If you have total loss of service for over 48 hours, you will then be credited for the fault per day. If eligible, the credit will be applied onto your account once the fault has been resolved and you should be able to see the credit amount on your next month's bill.

Please keep us updated on how you're getting on and if you need any further help or assistance going forward.

Thank you.

Paulina_Z
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs

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Paulina_Z
Forum Team
Forum Team

on ‎15-02-2023 13:37

Hi @Mashby12,

Welcome back to our Community Forums! Thank you for your post and I'm very sorry to hear that your services are impacted by a local issue!

I've taken a look at our system and there's an SNR (Signal to Noise Ratio) Outage that's impacting, TV, broadband, and Landline services in your area at the moment. The Fault number is F010414313 and the current estimated fix time is showing as Friday 17/02/23 at 6pm. 

We do have an Automatic Compensation Scheme that is applied to all customers. If you have total loss of service for over 48 hours, you will then be credited for the fault per day. If eligible, the credit will be applied onto your account once the fault has been resolved and you should be able to see the credit amount on your next month's bill.

Please keep us updated on how you're getting on and if you need any further help or assistance going forward.

Thank you.

Paulina_Z
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs
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