Leaving Virgin next month - landline already disabled, is this right?

[ephemerol]

I've decided to leave Virgin as they are too expensive and their customer service is terrible. My contract is due to end on the 22nd of November.

I noticed yesterday that the landline had stopped working (no dialtone). I tried a different phone, still nothing, rebooted the router, still nothing. Then I checked on the router webpage and it said "Telephony - Disabled" (I have the phone connected to the back of the router).

I've tried to contact Virgin support but the online webchat thing says they don't support landlines (!!!) and I've not been able to get through to them any other way.

Could someone from Virgin please let me know if this is correct? Do you cut off the landline as soon as someone asks to leave? My contract is still valid until the 22nd of November and it states I have a landline with free weekend calls so why has it been cut off?

[Ernie_C]

Have you asked your new supplier to port your landline?

[ephemerol]

No, I knew it would be awkward if I wanted the number transferred to another provider so I didn't ask for this.

[ephemerol]

An engineer is due to visit on Monday afternoon but I'm not sure what he's going to do after I've shown him the "Telephony disabled" message on the router.

[ephemerol]

Virgin engineer has just been. He tried rebooting and resetting the router yet again (I told him I'd already done this several times). He then contacted someone in Virgin (possibly some internal support team?). They said that the phone service had been switched off - he mentioned something about "21CV" and "DOCSIS"? I'm not sure what this means. The engineer also said something about the phone line being disconnected by mistake.

Anyway, he told the support team to switch it back on and the phone started working again.

How do I get compensation for loss of service?

[ephemerol]

This is what it should look like...

[Akua_A]

Hi @ephemerol 

Welcome back to our community forums and sorry to hear you have been having issues with your landline since your request to cancel. We can understand the inconvenience caused and want to best help. I am sending you a private message to look into this for you. Please keep an eye out for an envelope at the top right corner of your Forum page. Let me know if you have any issues locating this. 

Thanks,

[ephemerol]

I've replied to your private message.

[ephemerol]

Virgin just sent me an email...

Sigh!

[Akua_A]

We are glad to hear the service has since been restored @ephemerol We apologise for the period of time your service was down.

You can find out if you are entitled to compensation here https://virg.in/autocomp 

Thanks,

[ephemerol]

Can you confirm how much this will be? I just checked my account and there's no mention of compensation, if it is automatic then shouldn't it appear on my account page?