No Landline for over 3 months!!!

[sortitoutvm]

I have been trying to resolve this for over 3 months. I have sent emails, used webchat, used the complaint portal, and tried phoning.  Tried again today and the agent was absolutely useless, repeatedly putting me on hold without any progress in understanding the reason for my call.  It's very simple - my landline does not work. No dial tone. Nothing. 

I have also tried phoning to discuss my contract as it was coming up for a review but again have been passed from pillar to post without being able to talk to a human. This means I have had to pay a grossly inflated monthly bill as I am now on standard terms.

I see that others seem to get some sort of a reply from Virgin when they post on here so lets see.

[Ayisha_B]

Hello,

Welcome back to our Community Forums and thanks for your post. 

I am so sorry to hear you've had ongoing issues with your landline and not had much luck with our support team. I can appreciate how frustrating that must be. 

Whilst we're not able to assist with a package review via the Forums, I'd love to take a closer look at the issue you are having with your landline.

First, can I ask if you have gone through all the self care checks here - Why is my Virgin landline not working?

If so, then please do reply back to my PM and we can take it from there 🙂

Cheers

[sortitoutvm]

Yes, those checks were the first things we did.

[goslow]

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@sortitoutvm wrote:

Yes, those checks were the first things we did.

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How does your landline connect - via a conventional telephone wall socket or from the telephone connection on the back of the hub?

[sortitoutvm]

Hello.  It is connected via a conventional phone wall socket so followed the test instructions as detailed on the website

[goslow]

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@sortitoutvm wrote:

Hello.  It is connected via a conventional phone wall socket so followed the test instructions as detailed on the website

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You may simply have a fault on your line (which the VM forum team should be able to check).

This may not be relevant to your problem but ...

Have you had any information from VM (email or letter) about the phone switchover process to a phone connection from the router (21CV, 21st century voice)?

https://community.virginmedia.com/t5/Virgin-Phone-Switchover/gh-p/Switchover

A few recent topics on here have mentioned unexpected phone disconnections and it has turned out to be the customers have been 'switched over' without them knowing about it. Any notification email might, for example, be in an email junk folder.

Seems a bit odd (even for VM) that it would take 3 months to repair a generic fault on the line (or, if not repairable, do the swap to a 21CV connection instead of a fault fix)

[sortitoutvm]

Thank you for your reply.  Yes, we had an email this week to say that the line will be transferred in January and we will get the extra piece of equipment needed to connect to the hub then.

I agree there should be no reason for us to be struggling to resolve a straightforward line issue but I wonder whether they think there is no point as customers can use a mobile phone and they are transferring the line eventually anyway.   Nonetheless, we have been paying for a service we have not been receiving; customer service is appalling; and the hoops a customer has to jump through to try to get an engineer to visit is unacceptable.

Thanks again for your reply. I am still waiting for anything to progress with Virgin after I replied to the PM with my account details.

[goslow · Accepted solution]

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@sortitoutvm wrote:

Thank you for your reply.  Yes, we had an email this week to say that the line will be transferred in January and we will get the extra piece of equipment needed to connect to the hub then.

I agree there should be no reason for us to be struggling to resolve a straightforward line issue but I wonder whether they think there is no point as customers can use a mobile phone and they are transferring the line eventually anyway.   Nonetheless, we have been paying for a service we have not been receiving; customer service is appalling; and the hoops a customer has to jump through to try to get an engineer to visit is unacceptable.

Thanks again for your reply. I am still waiting for anything to progress with Virgin after I replied to the PM with my account details.

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If you have had a total loss of service of the phone, and you phoned to register that as a TLS fault with VM right at the start, then VM should have been crediting you £8.40 per day since then.

https://www.virginmedia.com/help/billing-and-payments/automatic-compensation

or the OFCOM doc which is easier to read IMO

https://www.ofcom.org.uk/__data/assets/pdf_file/0026/216962/Industry-Code-of-Practice-for-Automatic-...

Have a good read through and see how it applies to your circumstances

[sortitoutvm]

Ah. That is worthwhile reading.  Thank you so much for taking the time to reply.

[sortitoutvm]

Hello. I replied to your PM as requested.  When should I expect any progress?