on 29-08-2021 00:23
I have had no Telephone for over a month now. An engineer attended and identified that there was a fault on the cable that runs to our property. He said that he would have to book a crew in as they would have to pull another cable through. He also said that I could alternatively contact support and upgrade from the Superhub 2 to the 3 and then connect my phone directly into the hub and therefore not require the existing line. Aware that I would loose my existing phone number a contacted support and they said yes I can do this but I would have to pay for the upgrade to the new router. Begrudgingly I paid the fee, (although I was saving virgin money by not calling out additional engineers) and waited. The new router arrived, plugged in, everything worked great. However there were no cables in the box for the telephone (although stated in the instructions). I contacted support twice - they said they would send one - nothing. Contacted a fourth time - they said that "Virgin don't supply cables - I am better of going to Amazon". So i got a cable - still no dial tone. I subsequently logged into the hub and it states "Telephony Disabled" even after multiple reboots, resets and leaving it for 48hrs.
Please, please help, this is ridiculous. How do I resolve this? If need be - give me a refund on the hub3, I will plug the Hub2 back in and Virgin can pay their teams to come and fix my line.
on 29-08-2021 08:14
Hi Spoonhead2000
Sorry you have had to post on here regarding your Telephone not working
This is something we can fix for you
So I can get the ball rolling and access your account
I will need to send you a private message to pass security
If you can check the purple envelope top right of your screen that would be great
Regards
Gareth_L
on 06-09-2021 13:07
Hey Spoonhead2000
Thank you very much for that update
So glad the visit went as planned and you are back with a working landline
Can I ask if you are happy for your complaint to be closed down as resolved
Gareth_L