Urgent - Landline area fault not being acknowledged by Virgin Media

[Matt787]

I would appreciate if someone at Virgin Media would contact me directly or respond to this message.

I live within the WN6 postcode and we have been experiencing intermittent issues with our landline since the start of the year. Our setup is as follows:

• Broadband cable goes straight to a splitter: one into the modem, one into the TV box
• Telephone line goes straight into the telephone.  Old style, not VoIP
• We have an old superhub 2 (?) box, which doesnt have a socket for a telephone. Therefore, TV/Broadband and phone line are two separate entities

We have no problems with broadband or TV.

Averaging at least once a month, the landline will just randomly stop working without notice. To be specific:

• Calls to the landline number = no dial tone. The line clears straight away.
• Calls from the landline number = there is a dial tone but no ringing. Faint static on the line.

Our next door neighbour also has a Virgin Media landline so I can always call them from my mobile when we get a problem to verify that the same thing is happening to them too.  It is NOT a problem with a faulty handset and turning it off/on again etc does not fix the problem.

I am fed up of having to jump through hoops every time when I speak to technical to try and explain this problem to them. Nobody actually listens or refers to the notes on their system for how the problem was previously fixed. I had to jump through hoops to eventually get them to admit there is an area fault. When they do admit it, they are quick to fix the problem (NO ENGINEER VISIT REQUIRED).

However the operative I spoke to today was adamant there isnt an area fault and they seem dead set on sending out an engineer. We dont need an engineer visit to fix this based on my previous dealings with tech support on a monthly basis. We need someone to LISTEN to what our problem is and to fix it like they have done every time previously.

That said, We have a poorly elderly resident at our address that relies on the landline for arranging hospital visits, doctor appointments, health care etc so I desparately need to know what is going on and why this problem keeps happening with the phone line. As you can appreciate, this is not a reliable method of communication if this problem recurs at least monthly and if I cannot get some clarity then I’ll have no choice but to leave Virgin Media.

Now I understand that there is going to be a digital/VoIP switch over at some point within our area in the future, however it has been confirmed by numerous operatives I've spoken to that our area is not scheduled for this switch yet.

Regardless, I need to know whats going on and why this keeps happening so I can do the right thing here.

[David_Bn]

Thanks for reaching out to us @Matt787, and welcome back to our Community Forums!

We're sorry to hear of the landline issues that are apparent.

We would have to advise that if an engineer has been booked this would be due to any diagnostics to fix the service remotely being exhausted.

During the engineer visit, they would be best placed to identify the fault and may switch you over to a VoIP based service if this is required.

Do please feel free to keep us updated with how the visit goes and we'll be on hand to pick this up if anything further is required.

Thanks,

David_Bn

[Adduxi]

As the OP has a SH2 it would be a wise move to replace this old kit with at least a Hub 3. 

[Matt787]

Thanks for your reply David,

I can appreciate that switching to VoIP is a potential long term solution (one that hasnt actively been offered before - then again, why should it be if our area is not planned for the switch over yet?).  It still doesnt explain why this problem keeps happening and I have to keep calling before it gets flagged up by someone.

If there is a genuine fault with the legacy system that has left it in a temperamental state for our area at least, then surely changing our equipment/setup to facilitate this should have been made priority sooner than later. Something doesnt add up here.

The engineer has been booked and is due to visit the property tomorrow, however this effectively means we’ll be without a landline for at least another day or so. Is there nothing you can do to relay this fault to one of the senior technicians for the time being to at least ensure the landline fault is rectified and operational?

I sincerely hope that changing our equipment is not going to incur additional one off fees or price increases as a result either.

[Tom_W1]

Hi @Matt787 thanks for your reply here.

Your concerns are noted, but arranging the engineer visit will be the quickest way forward to getting this resolved for you one way or another.

Please don't worry, as if you do convert to 21CV this won't incur you any further charges.

Many thanks

[Matt787]

I thought it would be right to give an update on this situation because I think its only fair to let others know in case they too end up experiencing the same problems I have.

Ultimately, switching the old superhub to a hub 3 and plugging the telephone directly into the hub (the 21CV method as previously mentioned) was the only viable solution to fix this problem.

I had a friendly chat with the engineer when he arrived and he helped to shed some light on the situation. In laymans terms, the old legacy telephone system is slowly failing and, because they cant source replacement boards or parts for the old gear anymore, Virgin Media are basically giving up on it.

This is sadly the case for a lot of things this day and age (for example, we had to replace our otherwise perfectly operational gas oven/grill combo last year purely because a part failed and they dont make them anymore).

Anyway, I’m happy that this is a step further from me having to make a monthly call reporting the problem to Virgin Media (lets see if this statement holds true in due course).

I still think its dishonest that Virgin Media is not being proactive about this as theres bound to be others who are still without a functioning landline right now. If you are one of these people (or know a neighbour who is experiencing problems), request an engineer to visit your property and swap your old hub with a new one. You probably dont need a new phone (we didnt at least).

I think it just frustrated me because this was not a proposed fix in my past calls to the tech team.  Having known what I now know, this could have been solved months ago.

I hope anyone else reading this has found it useful.

[Adduxi]

VM are not the only Company "giving up" on POTS.  It is all due to be switched off as we will all be enjoying (sic) VOIP and the inherent joys of no phones in a major power outage ......