No dialling tone since lunchtime. Service status green. Test times out after spinning endlessly. Not a new line or phone. No fault reporting mechanism. Nearest neighbours have same problem. Broadband went down at the same time but is now back. Neighbour tried mobile to call enquires. Gave up after 30 mins on hold. Is this the only way to seek help? Please advise. Thank you.
Yep same problem, total lack of communication from a communication company who could
Got another issue with VM been trying to contact someone for over a week all I get is text messages that take hours due to lack of response once you reply and if you don’t resolve in the day guess what the whole process starts again
can’t say it the worst Customer services as there is none
why can’t they just move from crappy old coper wire over to the hub
if you do get anywhere let me know total joke VM customer services
I've not had landline service in GU15 area since lunchtime, so I've since raised a 'Complaint' using VM online page hidden under the 'Contact Us' section at the bottom of the screen. This wasn't easy as they've corrupted the URL under the link!
Phone still not working this morning, but now VM's Service Status page has changed to:
Phone Think something's wrong? Run test
Your loss of service has been successfully registered. If you're eligible for bill credit, it will automatically display on your bill. Visit our Help Page for more information on this. Make sure your contact details are up to date, so that we can keep you in the loop.
You might find that your Virgin Phone service isnt working at the moment. We are investigating and working to resolve as quickly as possible. Please accept our apologies for any inconvenience caused.
Hi Emily. Still no landline but now the site shows a potential fault in the area and so I have been able to register my problem. I do find communication terribly opaque, with no simple fault reporting arrangement, no easy visibility of how to contact Virgin and procedures on the website that send one round in circles rather than forward. As mentioned above, some links don’t work at the moment. Thank you for your reply and I look forward to the service being restored before too long.
Faults do inevitably happen but it should be easy to report and to see what is going on.
Hi. It gave 1600 today as estimated time for repair completion. I received an email to tell me the fault I registered has been fixed and the website shows a green status. But my landline still does not work. Test button just takes me to a test that endlessly cycles. I am now back to exactly where I was yesterday. Or even backwards, as my registered fault has now been deleted without being resolved.
Update. Still no landline. Test did run this time and showed this response. As requested I rang 0333 000 3101 and could not connect from my mobile phone that had a good signal... Not a happy bunny and it's because of the poor communication.
What we found
Our tests didn't find the cause of your problem
We didn't find an obvious problem with your equipment or services.
What happens next?
We'd like to do a little more digging to get to the bottom of things. Please call us on 150 from your Virgin Media home phone, or on 0333 000 3101 from any other phone.