on 06-02-2023 16:01
We operate a business from home so a landline is essential. Any help is welcome.
My Hub 3 was upgraded to hub 5 over 3 weeks ago. The broadband works well, but from day one my phone does'nt work. I have wasted hours on the phone - switch off, turn on, reset try a different phone they tell me.
Nothing has changed the same phone that was plugged in to my Hub 3 is now plugged in to the Hub 5. Eventually after even more phone calls I get an engineer visit. The modem is not 'phone enabled' and something this has to be enabled in Manchester. That was two weeks ago - still nothing. I'm writting this while wasting another hour on my mobile talking to the 3rd world, while they tell me to unplug, reboot, try a different phone.
VM is not fit for purpose, no one takes any responsibilty to give me what I am paying for or follow up my case, least of all get my phone working.
if I go into the router settings it has telephony disabled. Should I give up cancel the contract and go to Ofcom?
Answered! Go to Answer
on 07-02-2023 12:21
Consider a complaint to the disputes resolution team
independent adjudicator can force virgin to do the work and pay compensation for each day you don’t receive the service after 48 hrs I think
keep a written record of everything that happens
on 06-02-2023 16:29
Hi Sparkyfletch,
Thanks for your post, and a warm welcome to our Community Forums.
I'm sorry to hear you're having some trouble with your Landline service. I've had a look on our side and can see this has been raised to our Telephone Team, who have been running checks on your line - however, this should have been resolved sooner.
I'm going to send you a private message so I can look into this for you. Please look out for it in the top-right, purple envelope.
Thanks,
on 07-02-2023 12:21
Consider a complaint to the disputes resolution team
independent adjudicator can force virgin to do the work and pay compensation for each day you don’t receive the service after 48 hrs I think
keep a written record of everything that happens
on 18-03-2023 14:36
on 18-03-2023 14:46
Thanks for your response
I can see you're currently in a private message with my colleague and they'll be back in touch as soon as they're back on shift, my apologies for the inconvenience.
Regards