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Phone line not working. How to get virginmedia to sort it out?

cpp4ever
Tuning in

I've raised a complaint about my home phone line not working, and as far as I can tell virginmedia have done next to nothing to sort the problem. Calling their contact number via a mobile is equally futile, automated system with no way to register a fault!

What do I have to do to get a response? Because it looks like I shall have to go public and let virginmedia explain themselves!

4 REPLIES 4

Tom_W1
Forum Team
Forum Team

Hi @cpp4ever, thanks for your post although I'm sorry to hear that your landline isn't working.

Can you please advise further information about the fault - do you have a dial tone on your landline at all? How long has this been happening for please?

Can you also try a different handset, and also make sure you are plugged into your main telephone socket if possible?

Many thanks

Tom_W

This has not been working for a month or more. I've tried various phones connected directly to the socket, including a new phone, none of which work, and give no dialling tone. If I phone in from a mobile the new phone rings but the call cannot be answered. Virginmedia say they have tested the line, but given it doesn't work, phoning that line is not going to work! Hence I simply don't know what tests they have done!

The new phone reports "Check Phone Line".

Hi @cpp4ever thanks a lot for your reply.

Please allow me to send you a PM to look into getting a technician out to you to get things fixed.

Please expect this to arrive shortly and respond directly when you can!

Many thanks

Tom_W

Tom_W1
Forum Team
Forum Team

Hi @cpp4ever thanks for your confirmation over private message - glad that's all sorted and in place for you.

I'm just responding publicly to bring this thread to a close.

You can check the date and time of your visit 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 MyVM 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.

I hope this helps.

Many thanks

Tom_W