VM cut off my landline without telling me

[KJB1]

It transpires it was due to the digital switchover, which I had never heard about. I am FURIOUS that they have done this without warning and I was 2 weeks without a landline.

I have since read up about the digital switchover, and realise that it is necessary, but I have heard nothing about it from Virgin Media. I'm on hold for Live Chat to complain.....15 minutes and nothing so far so if anyone sees this and can respond so I can lodge a serious complaint about this then please do.

I have made the switch to  21CV as I had no choice but as soon as compensation has been sorted for lack of landline as well as the inconvenience of having to take 3 afternoons off work for 3 engineer visits, I will be leaving VM.   Thankfully there is a now a viable alternative in my area. 

[Travis_M]

Hi @KJB1 

Thanks for posting on our community forum and so sorry to hear about the issue with your switchover

Keep us updated with how your chat with the team goes, they will be happy to look into this for you and lodge the complaint if necessary. We can investigate further if needs be so please do be sure to let us know how this goes

Regards

[KJB1]

Well I am connected to them but there is a 20 minute gap between their responses so far, which is ridiculous. 

[Travis_M]

Hi @KJB1 

Thanks for your response

My apologies, the team can sometime be dealing with multiple customers at once. They'll look to have your issue resolved as soon as they can, be sure to keep us updated.

Regards

[KJB1]

The agent I was dealing with has gone off shift, so is passing me to another agent, and I am now in a queue again😩

[Travis_M]

Hi @KJB1

Thanks for your response 

I'll drop you a private message now to collect some more information and investigate further so we can have this resolved for you, keep an eye on your inbox for a message from myself.

Regards

[KJB1]

Nothing has come through yet Travis

[KJB1]

Just to update: I have cancelled my VM contract.  My complaint wasn't dealt with satisfactorily so I have referred it to the Ombudsman and they have accepted the case, as it meets all their criteria. 

[Em5]

I know your post was a while ago but this really helped to find this,  the same has happened to my elderly dad, cut him off with no communication or warning.  I was aware of the switchover but obviously assumed my dad would be contacted, really upset him.  Sorry you haven't had a good outcome will be putting in a complaint tomorrow.