Phone switched over without notification or being sent an adapter!

[ILuvNips]

My landline phone has been at best intermittent with it randomly being dead then coming back. For well over the last week it has been dead so I called, what a painful exercise that is! It turns out that I have been moved early, I did have a message to say this would be done in January 2024, which is why the landline is dead. Was told that I would be moved back to get my landline working and that an Engineer would be booked to conduct a survey before I am moved.

waited a few days and still nothing so called again yesterday, lady could see that an Engineer had been booked in 2 weeks time but said she couldn’t move me back and couldn’t see if a request to do so had been raised. I then asked what I needed to at least get the phone working and she agreed to get an adapter sent out to me.

Apart from the pure frustration over the move and subsequent calls what do I need to do to get the rest of the phones in the house working as the hub is on one side of the room, the master socket on the other and I don’t fancy having any trailing wires across the floor. 

[John_GS]

Hi @ILuvNips 

Thanks for posting and welcome back to the community.

I'll send you a PM now to assist further

[ILuvNips]

John, thanks for the PM, have replied with the requested info.

[ILuvNips]

Engineer has been and have since found out from him that I haven't actually been migrated so there must be a fault with the line itself. He tried to convince me to migrate but I said no, please resolve the issue with the line, said he couldn't as he didn't have the required tools so he has swapped jobs with another Engineer who should be visiting in an hour or so time.

Why did I say no, first of all I had been told that I had been migrated which was the reason for the dead phone line but turns out not to be the case. Secondly, the Engineer told me that the only way to connect the new VOIP telephone service is via a 2m cable which I'd have to have trailing across the floor from he hub to the master telephone socket. I asked if he could just run a cable from inside to outside as there was an existing telephone cable that ran outside and he said no, he doesn't have the required cable to do this and this is something that he wouldn't do. His only advice was to go out and buy some cordless phones and dot them around the house to replace all the existing phones.

I also asked if he could take a look at the hub as 4-5 times during the day the WiFi just stops working and then comes back a few mins later, this coincides with log entries where the hub appears to be switching WiFi channels. He said something strange at this point, had I changed the default password on the hub and the default password for the WiFi, yes I had changed both. He said that he had seen incidents where this would cause issues and that restting the hub back to defaults would then resolve the issue? Doesn't the hub after a reset ask you to change the password?

Now is what has been stated true? That he can't wire the new VOIP service to the master socket as part of the service that they offer?

[John_GS]

Hi @ILuvNips 

Thanks for messaging. The engineer visit booked in was for the phone line fault to see if they could fix it. If they can't and I did state this via PM, they'd go ahead with the migration as previously booked in.

Best wishes.

[ILuvNips]

John, yes I did see that but when I spoke to CS I was told that the reason why my line wasn't working as it had been migrated over early but it transpires that it hasn't been migrated.

When the migration does go ahead any comments on wiring the new VOIP service to the existing mastersocket, I can't really have a loose cable flapping around from the back of the TV to across the other side of the room. Surely this must be a problem for other migrated users too?

[John_GS]

I had already fed that back before booking in the tech don't worry 🙂

Is the existing socket near the router?

Best wishes.

[catnamedog]

I'm having the same trouble. I've spoken with umpteen Virgin employees - several of whom I could barely understand - who all promised to sort it. The last one hung up on me.

Question: Now that I am being moved over to VOIP (voice over internet protocol), which uses a part of the broadband I'm already paying for, I expect a refund of the landline rental I no longer need. Is that correct Virgin?

This is a complete shambles.

[John_GS]

Hi @catnamedog 

Thanks for posting.

No that's not correct. You don't pay for 'landline'. You pay for a telephone service (if it's in your bundle) and all that is changing is the method of providing the service.

Best wishes.

[catnamedog]

Hmm. The reason a landline rental was imposed was because Openreach needed to maintain the copper lines. Now that Virgin are incorporating the service into the BB pipe, other than introducing a nominal charge for this "feature", I would suggest that this is another way to increase profits.