I have Virgin phone & broadband. Over the last 10 months or so I have had about 10+ loss of phone connection. Broadband unaffected. Each time an engineer appointment is set up and then cancelled as they fix the problem remotely. Despite promises of Area Manager involvement (never happens) and long conversations with Tech Support we have no long term resolution of this issue. Last week the phone died on Wednesday, back Thursday and died again Friday, back Saturday. My next door neighbour is also Virgin phone and has had no issues (she has a Hub 3 to my Hub 2) . I am due to renew my contract but will be forced to leave if this cannot be fixed permenantly. Anyone had similar issues?
If it is available in your area, try asking them to provide your phone service over your broadband instead. It is basically a VoIP phone service and faults such as yours are not possible with this one particular phone service.
I am sorry to hear your frustration with this. Are you aware of what steps the agents are taking to resolve the issue at our end for you? Have you been advised on any area issues that are affecting your services?
Hi Tom_S. To date conversations with Tech Support are merely to arrange appt. which is then cancelled as fault fixed remotely. One Tech Support operator tried to follow-up on what was being done to fix fault and investigate what is the root cause for the ongoing failures. Unfortunately this led to nothing, once the service is operational again no one seems to care about the ongoing failure issue.
Would Nick-London’s idea of providing the phone service over my broadband work? My neighbour (Virgin too) has no issues. Her phone is plugged directly into the router so I assume this is the service she has.
Thanks for the input Forum Support. My frustration is not with the remote fix and cancelled engineer visits, it's always easier if things can be fixed remotely. My frustration is that the fix appears to just be replacing a failed component and no effort is being made as to why the same component has failed over 10 times in the last 10 months and twice this weekend. Can you use your influence to start an investigation, the last 3 Tech Supports have promised this and nothing has happened. Also can you answer if a switch to fibre for my phone would resolve the problem as other users have suggested. How do I go about arranging this? Thanks for your support