VM Technician failed to attend

[FissionChips]

VM booked a Technician to come out and fix my landline phone. Booked 3 weeks ago for today Friday 9 Sept 8am to 1pm - He/She hasn't arrived. Can anyone point me in the right direction to speak to a person and not a bot? 

[Paulina_Z]

Hi @FissionChips,

Welcome back to our Community Forums! Thank you for your post and I'm sorry to hear that your appointment did not go ahead! I can understand your frustration.

After checking our systems, I can see that there is an active SNR (Signal to Noise Ratio) outage that is impacting TV, Broadband and Landline services. The fault number is F010048814 and the current estimated fix time is showing as 14/09/22 at 9am. 

Your technician will be unable to attend your property until this local outage is resolved, as this would cause issue for the technician to know if the landline would be working after, as this outage is impacting all services. I do apologise.

Once the outage is resolved, your appointment will be rescheduled for the first available time slot. Keep us updated on how you get on and if you need any further assistance.

Thank you.

[FissionChips]

Many thanks. However, the appointment made was for the VM Engineer to attend today (8am to 1pm) to simply connect our landline phone to our (remote) Virgin Media Hub. We have had NO LANDLINE phone since 31st Aug after it was disconnected by VM to go over to the new fibre network. I wouldn't have thought SNR (Signal to Noise Ratio) outage would impinge on re-connecting us to the fibre network. Plus, why hasn't VM text me to let me know that they weren't going to attend?  

[Paulina_Z]

Hi @FissionChips,

Thank you for coming back to us. I understand your frustration with the technician appointment not going ahead today. 

However, if the engineer completed the appointment today, when they reconnect your landline service, they would be unable to see if the connection is working due to the service being interrupted by the local outage.

I do apologise that you did not receive a notification about this issue. I am sorry for that.

Once the outage is resolved, the appointment will be rescheduled and you'll be able to view it on your online account.

Thank you.

[bigaxe1]

Had the same thing in RM8 2QJ area, today we had a technician booked and guess what, no one showed... Just need them come and connect the disconnect cables... Please **bleep**!

[Kath_F]

Hi bigaxe1, 

Thanks for your post and your messages. 

I think you have been missing my replies on your thread. Please have a look here: RM8 Car accident

I have not been ignoring your messages, we just keep things in the public space where possible. 

Please stick to the other thread to allow us to keep all the information in the one place. 

Thanks,