I am writing this post on behalf of my elderly mother, after a frustrating call to 150 yielded no resolution.
Periodically, both my mother's Virgin landline plus the house directly opposite (also with Virgin) suffer exactly the same fault at exactly the same time. They are unable to make outgoing calls, and incoming calls - despite appearing to ring for the caller - do not ring at all! We know there is a fault because the answerphone never picks up the unanswered call.
The phone is connected to a traditional landline socket (R11), and when the fault occurs we have tried disconnecting the phone and trying multiple handsets - nothing works.
This exact same fault has happened at least 6 times over the past few years, and what is most frustrating is that Virgin's automatic diagnostic checks do not detect any fault - so we are left pleading with the 150 telephone support team that (a) there IS a fault, most likely with the exchange box, (b) that it affects the house opposite at exactly the same time, and (c) in the past when an engineer has visited the exchange box the matter is immediately resolved for both houses (are these previous faults/resolutions not being logged in the Virgin helpdesk??)
Today, we have been told (via 150) that because the auto-diagnostics do not detect any faults, that the support technician is UNABLE to book an engineer visit, leaving my elderly and ill mother with no phone line or way to resolve this issue, despite being a long-term paying customer.
I am writing this post on the forum, because I have seen many other posts reporting the same issues, and get the impression that customers have much more success getting the issue resolved here, rather than via 150.
Please help!
