Poor VOIP Service

[Uglyduckling101]

I am increasingly getting frustrated by the continuous lack of a reliable phone service at my parents property.

Since changing to digital, the phone regularly either fails to work, or cuts during conversation.  My elderly parents who are not in good health.  Yes they've called an engineer a couple of times who have come and gone and still the service is poor. BTW I was angered when they told me you would charge for a call out if there wasn't a problem with their line. 

I am increasingly worried if something happens to them and they cannot get hold of the family or emergency services, especially as my mum is alone most of the time.

Please can you contact me and find a solution to the terrible service that they are receiving.

[Daniel_Et]

Hi @Uglyduckling101 👋 Thank you for your post and welcome to the Virgin Media Community 😀

We're really sorry to hear about the problems your parents have been having with their phone service, and we completely understand your concern.

Are they experiencing these problems when making and receiving calls? 

Also, what have the engineers advised exactly when they've visited the property? Did they suggest any follow-up action in the event the problems continued?

Advice on how to fix some of the most common landline issues can be found here. 

Please pop back to us at your earliest convenience.

Regards,
Daniel

[Uglyduckling101]

Hi Daniel

Today she was told that there is a problem with the line and engineers are working on it and it will be fixed by 5pm.  I called my mum just now and it was great to hear her line working again, BUT half way into our call it dead/ silent.  This is so frustrating, we need this problem fixed (permanently) urgently.

[Zach_R]

Hi @Uglyduckling101,

I'm very sorry to hear that the landline service issues appear to be ongoing. Please respond to the private message that I'll be sending you shortly and we can proceed from there with this.

Thanks,