In June I had a phone conversation with a VM agent regarding the cost of my package (home phone & M100 broadband) I asked if removing my landline would reduce the monthly cost and was told no, due to bundling it was cheaper to stay as things were. During the phone call there was much repeating of words due to the agent's level of English understanding which was not the best it seemed. Eventually we agreed on a new price fixed for 18 months which I was fairly happy with.
Yesterday I was unable to reach my wife on her mobile so decided to try the home landline. Was rather surprised to hear the message "you have dialled an incorrect number" especially as I have had this number for well over 30 years. When checking, there turned out to be no dialling tone on the home landline
To cut to the chase, it seems that the agent I spoke to in June had arranged for my landline to be disconnected!!! Obviously understanding of English was even less than I'd thought.
I spoke to 2 agents at VM yesterday, the first one fairly helpful but had to pass me onto another department. The 2nd one I found completely uninterested in what had happened.
It seems that there is no possibility that a recording of my phone conversation with the agent would still be available.
I was informed that for an additional £7/month I could have a landline re-instated but it would be a different phone number (even though, it seems that my old number is not being used at all) Although I could see my current contract in my account he said he would email me a copy of my current contract - still waiting for that to arrive BTW - as it may be a newer version, even though it had the same date. (Bull****)
For what it's worth a complaint has been raised but more in frustration than any expectation that VM will respond positively.
So it would seem that because of an error on the part of a VM agent I have lost my home landline number. Every contact I have with VM so called customer service is fraught with difficulty/broken promises/downright lies. I could fill an entire forum with the saga of my 85 year old mum's problems when VM switched her home landline to digital.
