No home phone

[alangian]

Hi folks,

I joined Virgin M250 broadband & home phone package on 21.12.2022. I cannot get a phone line connection after connecting to the telephone input of the hub 4. So til now still no phone service for 2 months.

WiFi is sporadic around  the home and keeps dropping off. Any advice will be greatly appreciated to get over these early  teething issues. Thank you.

[Ayisha_B · Accepted solution]

Hi @alangian 👋

A warm welcome to our Community Forums and thanks for your post. It's great to have you here 😊

I am sorry you've been experiencing some issues with your service. 

Checking things this end, there is an outage that is currently impacting you.

You might find that these services are intermittent at the moment: Virgin Fibre and Voice services. We are sorry and working hard to resolve this for you.

The estimated time of fix is 02 MAR 2023 12:25

If you still experience problems after this, let me know and we can take it from there.

Thank you!

[goslow]

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@alangian wrote:

Hi folks,

I joined Virgin M250 broadband & home phone package on 21.12.2022. I cannot get a phone line connection after connecting to the telephone input of the hub 4. So til now still no phone service for 2 months.

WiFi is sporadic around  the home and keeps dropping off. Any advice will be greatly appreciated to get over these early  teething issues. Thank you.

---

When did you log your total loss of service with the VM landline?

You should be entitled to compensation for such as per

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

[alangian]

Thanks Ayisha_B & goslow for the advice. Technician Angelo 45639, the nicest & best there is visited Sat.4/3, did some tests and feedback forwarded in a company call and was advised to him to tell client it should be resolved within 48 hours. 

Unfortunately, line is not working yet today 10/3.

Will contact customer service again Mon.

[Kain_W]

Thanks for the update alangian,

Just to grab another one today however, has the issue been resolved?

Regards,

[alangian]

Sadly not. Only broadband for now and no phone line service. 

[goslow]

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@alangian wrote:

Sadly not. Only broadband for now and no phone line service. 

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Hopefully you reported the fault immediately, if you self-installed, which would be ...

21/12/22 to 12/3/23 = 81 days (minus 2 working days for VM to fix the fault) = 79 days @ £8.40 = £663.60 compo and counting

[Ashleigh_C]

Hi there @alangian 

I am so sorry that you have been without the phone line, I'm going to pop you a PM so we can take a quick look into this for you.

I will pop you a PM across now, please keep an eye out for the purple envelope in the top right corner of your screen alerting you to a new message.