Menu
Reply
Darrenje
  • 29
  • 0
  • 0
Joining in
641 Views
Message 1 of 12
Flag for a moderator

Urgent - Repairing phone line

This is a rant at how customer service is failing.

Since Saturday my elderly and frail mother’s phone line is currently down, two service appointments have been cancelled, so she is without a landline which she depends upon until at least Thursday 7th, she has an emergency paging device attached to this line, which can’t be accessed.

she doesn’t know her security answers and gets very flustered and stressed whilst trying to access the help she needs, unfortunately we can’t always be there to help as she lives alone, how can I get this repaired urgently?

 

0 Kudos
Reply
John_GS
  • 13.42K
  • 682
  • 1.24K
Forum Team
Forum Team
638 Views
Message 2 of 12
Flag for a moderator
Helpful Answer

Re: Urgent - Repairing phone line

Hi Darrenje

 

Thanks for posting. Apologies for the phone line issue. 

 

If there is an area fault then a tech would be cancelled as it's not an in house fault as such.

 

I'll PM though just to check everything for you.

 

Best,

 

 

John_GS
Forum Team


Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill

0 Kudos
Reply
Darrenje
  • 29
  • 0
  • 0
Joining in
632 Views
Message 3 of 12
Flag for a moderator

Re: Urgent - Repairing phone line

Hi,

I have replied via pm

 

0 Kudos
Reply
John_GS
  • 13.42K
  • 682
  • 1.24K
Forum Team
Forum Team
627 Views
Message 4 of 12
Flag for a moderator

Re: Urgent - Repairing phone line

Thanks for providing those details @Darrenje

 

I can see there is an outage currently. Fault reference F009322032. The estimated fix date is today at 4pm

 

Kind regards,

John_GS
Forum Team


Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill

0 Kudos
Reply
Darrenje
  • 29
  • 0
  • 0
Joining in
613 Views
Message 5 of 12
Flag for a moderator

Re: Urgent - Repairing phone line

Hopefully it’ll be fixed then.

 

0 Kudos
Reply
John_GS
  • 13.42K
  • 682
  • 1.24K
Forum Team
Forum Team
612 Views
Message 6 of 12
Flag for a moderator

Re: Urgent - Repairing phone line

Pop us a message (publicly) as I go at 3.30pm if not sorted and we can check 🙂

 

Kind regards,

John_GS
Forum Team


Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill

0 Kudos
Reply
Darrenje
  • 29
  • 0
  • 0
Joining in
548 Views
Message 7 of 12
Flag for a moderator

Re: Urgent - Repairing phone line

Good news then bad news.

the line was fixed for a couple of hours, it’s now down again.

0 Kudos
Reply
John_GS
  • 13.42K
  • 682
  • 1.24K
Forum Team
Forum Team
541 Views
Message 8 of 12
Flag for a moderator

Re: Urgent - Repairing phone line

Hi,

 

Thanks for coming back to me. 

 

I've checked this for you and the outage has been fixed. 

 

Is everything now working?

 

Kind regards,

John_GS
Forum Team


Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill

0 Kudos
Reply
Darrenje
  • 29
  • 0
  • 0
Joining in
538 Views
Message 9 of 12
Flag for a moderator

Re: Urgent - Repairing phone line

No, constant engaged tone, no dial tone from phone.

 

0 Kudos
Reply
John_GS
  • 13.42K
  • 682
  • 1.24K
Forum Team
Forum Team
522 Views
Message 10 of 12
Flag for a moderator

Re: Urgent - Repairing phone line

Hi we've refreshed it here, can you try it now?

 

Kind regards.

John_GS
Forum Team


Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill

0 Kudos
Reply