Virgin Media Community

[mjltthompson]

Had Virgin installed after moving

house over a week ago. Hours spent on phone to customer services that keep telling us it will work and it never does. TV and internet is working fine. 

N

[Sofia_B · Accepted solution]

Hi @mjltthompson.

Welcome to the forums and thanks for your first post, we're happy to have you with us 🙂 

I'm so sorry to hear you're having some issues with your dial tone, I can appreciate this is frustrating and we apologise for any inconvenience caused. 

Were the team able to advise what the issue was due to? 

Are there any known faults listed here that could explain this? 

Thanks,

[mjltthompson]

No nobody has said what the issue is.

When we try and test the service it tells us there is a problem and to phone customer services.

The engineer left it with no dialling tone. He made a couple of phone calls and then advised it would be available 24hrs later but it wasn’t.

[Sofia_B · Accepted solution]

So sorry to hear that @mjltthompson. 

I can appreciate this is super frustrating and we apologise. 

I've booked an engineer in for you to come take a look at this for you. You'll be able to find details of the appointment online via My Virgin Media, you'll also be able to amend the appointment if this time/date doesn't work for you. 

Thanks, 

[mjltthompson]

Thank you Sofia! I’ll check the details. I appreciate your help.

[Sofia_B]

It's no worries @mjltthompson. 🙂

Please keep us updated on how the appointment goes. 

Thanks, 

[mjltthompson]

Hi Sophia,

I am unable to see the appointment details for the engineer on my account. When is it booked for?

Also having paid our contracted direct debit of £57.50 on 4th May our account is showing a bill on the 6th May £122.00. We were told that the contract would just transfer over and all fees were waivers. Can you please advise?

[Travis_M]

Hi @mjltthompson

If you use the link here this should enable you to see the engineer appointment. Let me know how you get on.

Regards

[mjltthompson]

Hi Travis,

When I go into orders it says you currently do not have any orders or appointments. 

Also can you advise why I have a second charge?

[Travis_M]

Hi @mjltthompson

I will need to Private Message you in order to investigate this further, please keep an eye on your inbox. 

Regards