NO LANDLINE SINCE FRIDAY

[TBorNOTTB]

I'm in the GU21 postcode area and have been without a landline since late Friday - with a brief back in service late Saturday for a couple of hours - and all I am getting from the Virgin reps on the 0345 number is that there is an exchange fault in the area. I was assured yesterday that the fault would be fixed that day. It wasn't. 

I have in the house a 86 year old with stage 4 cancer who relies on the landline. So to be told by one of the Virgin "help" desk team to get her to use a mobile was not helpful. Then this person tried to upsell me a new package! (yes I've made an official compliant in writing).

I have phoned the help desk each day since Friday only to be told that the engineers are working on the problem at "the exchange". Anyone know where the exchange is so I can go down there and see what work is being done?

[Lee_R]

Thanks for confirming BillD

I can see you're still liaising with Matthew.  I will leave you in his capable hands.

Regards

Lee

[TBorNOTTB]

TELEPHONE LINE IS DOWN AGAIN!

Yes the phone lines were restored at 3pm yesterday 6th March (after 6 days!), HOWEVER, today THEY ARE NOT WORKING, AGAIN. 

[TBorNOTTB]

After I posted yesterday about my landline being down since Friday last, and my journey through the hell known as Virgin customer service on the 0345 number, I was informed that the "exchange fault" would be rectified by 3:10pm yesterday. In fact it came back at 3:00pm. Yipee I thought......got excited too soon. This morning it is DOWN AGAIN.

Can anyone at the Virgin Forum team give me an estimated time for the line to be fixed....and...will it stay fixed? PLEASE.

[Lee_R]

Oh that's not good @TBorNOTTB I am really sorry to hear this.

I will take a look and reach out to you privately.

Regards

Lee

[djw59]

Have just noticed this thread.  I am also in the GU21 area and have had no landline since Friday.  I have attempted several times to sort this out with Virgin on the phone but have got nowhere.  Seven days later, I still have no phone line and there seems to be no end in sight.  I am a full-time carer and really don't need this additional stress.  Still, good that Virgin have managed to overcome their inability to communicate by emailing me a couple of days ago to say that the cost of my failing package will be increasing next month!

[newapollo · Accepted solution]

Hi @TBorNOTTB 

Sorry to see the phone issue has recurred.

Have you used the /check-services/i  function to see if there is any update?  

You could also try the automated Service Status number  0800 561 0061 rather than 0345 number.  This often gives details of more local issues down to postcode level.

[Lee_R]

Hi @TBorNOTTB 

Please do keep us updated, with how things go

Kind regards

Lee

[TBorNOTTB]

Was told expected time for the line to be fixed was 16:15...it's now 17:51 AND ITS STILL NOT WORKING

WHY NOT? PLEASE!

[nodrogd]

---

@BillD wrote:

Hi TB

However, if you want to go to the exchange to see IF any work is being done, I can tell you that the exchange is located in Oriental Road, opposite the Coroners Court and just before the train station.

Hope this helps.

---

If you have a Virgin Landline it will connect directly to Virgin’s Guildford headend exchange. Oriental Road is the BT exchange, so a fault there will not take Virgin’s phones out. The only problems you would have if it were was if trying to phone a BT connected number in Woking.

[TBorNOTTB]

Still no phone line...........NOW, on the back of my official complaint, an engineer wants to come to my house this Saturday. But if it's an "exchange outage" as I have been told - each day since the day of my first call to Virgin...last Saturday - then what use is an engineer at the house. I also have to call into question the person who 'told me' that a specialist engineer must attend my house, as this person also claimed an engineer had attended my house the previous day.....erm no, not so. And so, I'm still left without a phone line since Friday 1st March with an extremely vulnerable person in the house. This whole saga really is 'Virgin on the ridiculous'.