No Dialing tone

[Derek_I]

Hello 

I have had no phone line service now for approximately 12 Days. An engineer came out Thursday last week to sort out the problem. I was told that the phone line service had been closed because I have requested to end my services with Virgin Media.  I am now serving the 30 day notice which ends on the 23rd November, so it appears you  are going to close down the phone line before the end of 30 days notice?   If this is the case and the phone line is not reinstated or I don't get a refund for loss of service then I will be making an official complaint.

[Molly_T]

Hi Derek_l 👋 thank you for returning to keep us updated! 

It looks as though you are in a PM with my colleague who is already offering support with this. If you need to pop them another message to ensure we are up to date with your current situation please do! Reply times can vary depending on staff availability and working hours, but they will be back in touch as soon as possible!

Thank you for your patience in the meantime! Wishing you all the best. 🌞

[Derek_I]

Hello Molly, yes thanks I have had several PM from your colleague, and replied yesterday to the last request, but to make sure I will send a copy of my last post as a PM.

Thanks  

Derek..............>>

[Kain_W]

Thanks for the response there,

To avoid any confusion Derek_I we'll allow responses to occur from there.

Once the agent is in office the PM will be responded.

Many thanks,

[Derek_I]

Hello goslow, VM don't make it easy to report the fault on the phone, my wife found it impossible to report the fault. You say report it by using online automated test, I never found a way of doing this? All the test i did show no service problems in my area, how do I report the fault online the only option I could find was the 0345.. phone number?

Thanks

Derek............>

[goslow]

The options to report a fault and start the compensation process running are, AFAIK

Phone in on 150 from a Virgin Media landline (free) or 0345 454 1111 from any other phone (call charges may apply)

Use the automated service status number 0800 561 0061 to check for any faults in your area (if the line acknowledges a fault I believe making the call logs the problem for you)

Logging in to My Virgin Media and accessing the service status (see info in drop downs below)

https://www.virginmedia.com/help/service-status

When you are logged in the service status used to show some 'test' buttons alongside each service. Don't know if it still does that now (the link above suggests it should).

You can report a problem on here but that doesn't necessarily comply with VM's T&Cs to start the compensation process (which VM is likely to use to avoid paying out when it comes time to pay up)

Needless to say, all of the above depends on which service is down and what other means of communication the customer has available. The TV service is not covered by the compensation scheme.

With the merger of the landline service into the VM hub, most people are likely to need a mobile phone as a backup when VM is down.

[Derek_I]

Hello goslow I have tried your suggestions again including the 0800 number and the system tells me there is no problems in my area. The PM messages have stopped also, so its does look like this community group are not going to offer any help to restore the phone line. But from reading other comments on here it looks like the phone line service was intentionally terminated by VM (not switched off by mistake) at the start of the 30 days cancellation period. My final bill does not make any allowance for this lose of service, so I am now considering making a formal complaint and following VM complaint procedure. I am sure that I should not be paying for a phone line that is not available to me during the 30 day cancellation period.

[Matthew_ML]

Hey Derek_I, thank you for reaching out and I am sorry to hear about this.

I can see you are in PM with my colleague this already please feel free to drop her another PM and she will reach out when she can do. Cheers 

[goslow]

I posted the means one generally needs to use for registering for auto compensation.

Unfortunately, you appear to be a victim of some bungling incompetence by VM telephone customer support. You are not alone in experiencing an instant disconnection when putting in your cancellation. The most recent cases I have noted are

https://community.virginmedia.com/t5/Home-Phone/Leaving-Virgin-next-month-landline-already-disabled-...

https://community.virginmedia.com/t5/Home-Phone/Landline-Disconnected/td-p/5425269

https://community.virginmedia.com/t5/Home-Phone/Disconnect-early-left-without-no-service/td-p/543249...

https://community.virginmedia.com/t5/Community-Natter/Home-phone-disabled/td-p/5433215

Rather than investigating why this has suddenly started happening, and trying to put things right as quickly as possible, VM seems to be simply trying to bluff it out with the unlucky customers.

I imagine they are hoping they can string you along until your notice period expires and that you will go away quietly without a fuss.

I posted this yesterday on a similar parallel topic

https://community.virginmedia.com/t5/Home-Phone/Leaving-Virgin-next-month-landline-already-disabled-...

I suggest you start the process of working your way through the VM complaints procedure

https://www.virginmedia.com/help/complaints

with a view to escalating to arbitration for adjudication

https://www.commsombudsman.org/our-process

[Derek_I]

Hello goslow I have taken your advice and have sent a VM complaint in line with the complaints procedure, and the first reply I received looks to be an almost automated standard reply, suggesting there is nothing wrong with the line and to check the phone is plugged in etc.............

Thanks   Derek.....>>

[goslow]

Receiving a nonsense reply to a VM complaint is very common on here but it moves you a step closer to escalating the matter to arbitration if you need to.

Does it appear that VM is doing anything to reconnect your line for you or do you have the impression they are stringing out the process until your cancellation is completed and you have left?