No land line following fibre switch

[mervynburrows]

Well another spectacular fail by virgin. We have had no land line for nearly 3 weeks and have been promised a fix on 4 occasions and every deadline has been missed. Initially we were advised that the problem would be resolved in 24 hours, then an update would be provided, it wasn’t, then told it would be fixed by 9pm that evening, it wasn’t. We have had 3 different engineers the last one yesterday saying the line would be reinstated in 24hours or sooner and still nothing. We have an old number consisting of 10 digits and it would appear that the switch to fibre cannot cope with these numbers. Totally frustrated as we are elderly awaiting hospital appointments and the mobile signal in house is poor, yesterday the engineer had to stand outside in the rain to make a call.  The least virgin can do is not to lie to its customers but be honest and up front as to the scale of the problem, it would appear that they haven’t got a clue as how to solve this problem

[Zach_R]

Hi @mervynburrows,

Thank you for your post and welcome back to our community forums. We're here to help.

I'm so sorry to hear you're experiencing some issues with your landline service, and that they're ongoing following a recent technician visit. What did the technician advise exactly during their visit? Did they advise what the issue was that they detected and what needs to be done to resolve it?

Thanks,
 

[mervynburrows]

The problem is with our number being only 10 not 11 digits the fix was suppose to be to switch back to the original line that was being used before switching to fibre via the hub. The engineer advised it would be reinstated with 24 hours this has not happened. We would then be advised when the system had been updated and would then switch back to the hub. 

[Zach_R]

Hi @mervynburrows,

What issues are you having exactly since the switch? Do you have no dial tone at all? Have you also tried using a different phone to ensure it's not an equipment related issue?

Thanks,
 

[mervynburrows]

There is no service via the hub the engineer transferred phone to original master socket this phone was working perfectly well before the switch. This master socket was disabled following the switch to the hub this needs to be reinstated. The engineer confirmed that the master socket was not functioning. The engineer said that the master socket line would be activated within 24 hours this has not happened it needs to be reactivated from virgin central it’s nothing to do with my equipment as it was all fine before you turned it off please turn on again!!

[Zach_R]

Hi @mervynburrows,

Thank you for expanding and clarifying. I'm going to send you a private message in a few moments so we can take some additional details. Please respond to this when you can and we'll go from there.

Thanks,
 

[Zach_R]

Hi @mervynburrows,

Thank you for getting back to me so promptly via private message. I'm glad that we've now been able to reach a resolution to your concerns.

Please do let us know if there's anything more that we can help you with.

Thanks,