No dialling tone

[100rob]

I now have no dialling tone on my home phone. I phoned Virgin on the 6th and again on the 8th to report that I could not dial out to anyone except Virgin (I had a dialling tone at that point) and they promised a technician would call me.- but no one did. Now I have no dialling tone at all and don't know how to contact Virgin to report the fault - I just spoke to a BT engineer working on the pole outside of my house and he suggested that I should switch back to BT, which I suppose I shall have to do. I am well out of contract - but how do I contact Virgin to tell them?

[Ryan_N]

Hi 100rob, 

Thank you for your post! 

I am sorry to hear of the experience you've had here - it seems as if from looking at our system you have been migrated to the new 21CV platform in terms of your landline, did you ever receive a letter or email about this? All that we would need to do is get a tech booked in, which we can do over here and they would set you up on the new platform. 

The relevance of what the BT engineer has advised would be on the basis of them not having any idea on the situation, but purely on the basis of an option. 

If you do prefer to cancel the number to call to arrange this is 0345 454 1111 - please let me know if you would like for me to arrange the above though. 

Cheers, 

Ryan. 

[100rob]

Very many thanks for that Ryan. Yes it would be really good if you could get a tech booked in from there, as I only have a basic mobile and it would be rather difficult to use that to phone.

I must emphasise that I have been very pleased with Virgin in the past, with only one phone 'outage' a few years ago and very good internet speeds, and I would rather not swop to BT if it can be avoided. As a pensioner on a limited income though, and with the increase in fuel prices etc., I may well need to contact you once the phone is working again to reduce my package to save money - I could do without the TV, and I don't really need free phone calls anytime, so I'll call you up when everything is working again.to see what we can arrange.

Regards, 

Robert

[Ryan_N]

No problem at all - I will pop you over a private message to confirm some details. 

Cheers, 

Ryan. 

[100rob]

Many thanks for helping today Ryan - though something seems to have gone completely wrong. Your team, instead of arranging a time to carry out the repair, have instead issued me with a new contract or 18 months, and at a higher price than my present contract! Please try to sort it out - it is  causing me some worry.

Robert

[Ryan_N]

You don't need to cause yourself any worry - as there is nothing to worry about, I absolutely 100% assure you. 

I will send you over a message to confirm. 

Cheers, 

Ryan. 

[100rob]

Nearly a month on now without a phone,  and the promised engineer visit still has not happened. He was supposed to be coming on Friday but did not phone to confirm time so I waited in all day for nothing. I had to phone on a mobile to book this visit as the previous agent did not set it up as she said she would.  Are Virgin normally this inefficient - or is it, I am wondering, general for the industry?

[Steven_L]

Thanks for coming back to us @100rob and I'm sorry that the engineer didn't visit you on Friday. Was this visit to convert your line over to the fibre line away from the wall socket?

Regards,

Steven_L

[100rob]

Yes apparently it was to convert to the 21CV platform...

[Steven_L]

Thanks for coming back to us @100rob, I would like to take a further look into this for you but will need to take some details via private message to pass account security.

I will drop the message over in a moment and we can get started.

Regards,

Steven_L