on 18-07-2022 18:07
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.
on 18-07-2022 18:17
Hi there @tk32
Thank you so much for your first post and welcome to the forums, we are very happy to have you onboard.
I am so sorry to hear that this issue is effecting both your Mother and her neighbour and I am so sorry that we have not yet been able to find a resolution for this!
I'd be more than happy to help and see what we can arrange.
Can I just confirm, does your Mother currently have a dial tone at all?
Is the phone connected at the wall or the back of the Hub? If at the wall is this at the main socket or an extension socket?
Is there any other equipment attached at the same connection point as the phone, and if so how many?
Please answer all the questions so I can advise further.
on 18-07-2022 18:23
No dialtone. It's a single phone in the house, connected to the traditional (BT style) landline socket on the wall (she has no hub connected in the house at all)
There is an extender, but we've tried plugging in directly the wall socket and it makes no difference.
Note that this is a recurring issue in this area, and is always resolved via an engineer visiting the exchange box. It has never been a device fault. Also, it affects the neighbour at exactly the same time.
There MUST be a log on the system of all the previous times the SAME issue has happened, and subsequently been resolved.
Thanks for your prompt reply and assistance.
on 18-07-2022 18:24
I forgot to say that there is no other equipment connected.
on 18-07-2022 18:25
No problem and thank you for confirming.
I'll be happy to take a closer look into this with you via a PM so we can grab some details.
I'll pop one over now, please keep an eye on the purple envelope in the top right corner of your screen alerting you to a new message.
on 18-07-2022 18:42
Thanks so much for your private message and confirming your Mum's address, I have now booked you a visit for your Mum's landline issue – you can check the date and time via your online account here. If you have any issues with accessing your online account or unable to see your visit, please do let us know and we’ll pop you a message to confirm.
There will be no charge for this visit unless:
• The technician diagnoses the faults as not being caused by our network/equipment
• The technician discovers that the fault or problem relates to your equipment
• The technician discovers that the fault or problem relates to any system that we are not responsible for
The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.
Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the My VM app by 4pm the day before the appointment.
If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment