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Phone sounds like a dalek

Joining in

Having been forced to upgrade to VOIP, the problems I have encountered are too numerous to count and the responses from Virgin border on insane.

I fail to understand how a connection can go so wrong - Call centres that have little or no comprehension of the problems, an escalation process that fails on every attempt - 

3 weeks down the line and I have gone from YES - i can confirm your new line is active - well no you cant because there is no line connected, it says so when you ring!

Finally got connected, but now have got no voicemail and if you call me, I sound like a Dalek underwater.

I have spent hours and hours trying to resolve and its like a merry go round - nobody is accountable, fail to acknowledge there is a problem and quite frankly lie or cut off the phone.

Engineers seem exasperated as well, they have turned up on a number of occasions but cannot fix - its back office - they escalate, job gets raised, but nothing changes, just the status - closed!

I'm trying to run a business and quite frankly if I ran it like Virgin I would be in administration.

As it is, with the issues I have had and still unresolved, I will have lost countless customers.

**bleep** Virgin HELP!!!!


Forum Team
Forum Team

Hi Mayflair,

A warm welcome and thanks for posting on our community forums. We do apologise for any inconvenience and disruption this issue has caused to your business.

As this is a residential community forum page, you will need to contact our business team on 0800 052 0800 or use the link here for further help and support with your issue.

Kind regards Jodi. 

Joining in

Oh this just gets better - Virgins response - to call the business team - GO FIGURE


That's what I've been doing for weeks - Staggering incompetence or indifference - or both!

We fully understand your frustration Mayflair, however this community forum is for residential customers only so we will not be able to assist you further from here. We don't have access to business accounts, so we can only advise you of the next steps to take to get this issue resolved. 

Kind regards Jodi. 

Not applicable
Agree with OP. Had exactly the same experience and I AM residential. Have people with care requirements who needed to call me in an emergency that just get cut off and charged for the call since the switch to the hub. Unable to leave a message. Virgin can't fix it and are incapable or unwilling to escalate it to someone who can. Even when you log a complaint, you just get an automated reply telling you to turn it off and on again and it gets closed you have no means to update or re-open it. Why they even have an "online chat" feature on their website is a total mystery too as it is simply an infuriating time waster that goes around in circles and gets you nowhere and seems to have been like this for months. It should be removed or fixed. I think they have issues.