Terrible customer service

[Nicki6]

My phone and hub are not located together so appears I will not have access to a phone when the switchover happens.  Terrible customer service complete waste of time trying to find out options.  I note contract says “this agreement is legally binding, which means we are making promises to each other about the services we provide and how you are permitted to use them”.  If virgin media are no longer able to provide the services under the contract surely there is a right to cancel without an early disconnection fee?  

[goslow]

You can ask VM to modify your home phone wiring so you can use your existing landline extension sockets via the phone connection from the VM hub.

VM should offer to do this free of charge for you as part of the switchover process.

Make sure they make modifications to your phone wiring so you can keep each piece of equipment in the same place (rather than the offer which sometimes crops up on here to move the hub to a different location)

Refer here

https://www.virginmedia.com/help/landline/switchover

Do I need to book a technician visit?

You’ll need to book a free technician visit if...

• You rely on your landline for accessibility needs or don’t have a mobile to make an emergency call – we’ll provide you with an Emergency Back Up Line so you’re always able to call emergency services.
• You’ve got connected devices such as a burglar alarm linked to a control centre, use a telecare device, or have other phones connected to extension sockets. You’ll need to contact your provider and let them know about the switch if you have any of these to make sure they’re compatible with a fibre service.
• The Hub and your home phone can’t be placed near each other.

On a recent similar topic I did read that if you do not wish to go through with the phone migration then you can leave without penalty. Refer to message #12 below

https://community.virginmedia.com/t5/Home-Phone/Making-a-complaint/td-p/5145164/page/2

[Nicki6]

Thank you,  Virgin Media should do this but trying to get someone to actually help seems impossible.

[Molly_T]

Hi Nicki6, welcome to the community! Thank you for posting. 

Sorry to hear about your concerns regarding the home phone switchover, and difficulties getting the support you need to ease your concerns. 

Here's a couple of links that will give more information about what the home phone switchover is, how it will take place and what you can expect:

Switchover Migration

Everything You Need To Know about home phone switchover - Virgin Media Community - 4757332

Once your phone service has been moved over to 21CV (DOCSIS) you will need to have it plugged into the hub, however there are have several options if the location of the phone following this does not work for you. 

1) Relocating the Hub (along with the landline) - If this means the actual socket also needs relocating we will of course do for you free of charge. 

2) You can use a multi-phone system which means the main base unit would be located by the hub, and the extension units can go wherever you choose within the home. It is completely up to you which landline handset you choose to use! 

I will send you a PM now to confirm a few account details and discuss how you would like to proceed, and will offer help getting this all booked in and sorted for you!

We can then return to this public thread when possible. 

Thank you for your patience in the meantime! All the best!

[Nicki6]

If virgin media are no longer able to provide the services under the contract surely there is a right to cancel without an early disconnection fee?  

[Lee_R]

Hi Nicki6, thanks for getting back to us.

I am sorry you're unhappy with the service you're receiving.  I can see that you're currently liaising with my colleague, Molly.  I am therefore going to leave you in her very capable hands.  I hope you get your issue resolved as swiftly as possible.

Regards

Lee_R

[Nicki6]

I have had no response from Molly.

[Molly_T]

Hi Nicki, sincerest apologies if you have not seen / received my PM - it should be in the top right corner of your page in your Inbox. (In a little purple envelope icon.)
I'm just awaiting a reply from you to offer further support. Apologies if you have sent one but it has not arrived yet!

If you can just pop me another reply I will do my best to help. 

All the best

[Nicki6]

I did receive it and responded but that was the last I received.  

can you answer the question about rights to cancel?

[Nicki6]

and still nothing....

I refer to the earlier question regarding the contract which states - "this agreement is legally binding, which means we are making promises to each other about the services we provide and how you are permitted to use them”.  

If virgin media are no longer able to provide the services under the contract surely there is a right to cancel without an early disconnection fee?