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Message 11 of 36
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Re: Virgin Lost My Number - Told To Contact BT.

No problem at all. 

 

Please do let me know how you get on. 

 

Kind regards,

Zak_M 

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Message 12 of 36
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Re: Virgin Lost My Number - Told To Contact BT.

Zak,   Over 24 hours now but still no phone.

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Message 13 of 36
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Re: Virgin Lost My Number - Told To Contact BT.

Hi mayfly5,

 

I'm sorry to hear you're still having an issue with the line, 

 

I've had a look and everything looks to be completed, there is however an SNR outage in your area at the moment, this can cause an intermittent service on Broadband and phone sorry.

 

The estimated fix date for this is 30th October, please let me know if there are still issues with the line after this date.

 

Alex_Rm

 

 

 

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Message 14 of 36
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Re: Virgin Lost My Number - Told To Contact BT.

OK, I am now very close to taking this legal.

I have now been without my home phone for two weeks.

It should have been fixed on Wednesday - it wasn't.

Then it should have been fixed on Friday - it wasn't.

You have already got a large compensation bill heading your way and its getting bigger for every hour I have to spend trying to sort this problem.

WHEN will my phone be working again ?  WITH my original 50 year old number which you have lost.

 

 

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Message 15 of 36
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Re: Virgin Lost My Number - Told To Contact BT.

Hi mayfly5

 

Thanks for coming back to us. 

 

I am sorry for the confusion here. I have checked the system and it is showing the number you wanted and originally ported over to us. When you call your landline number, or call a mobile number from it, what happens please?

 

There is also an SNR (signal to noise ratio) issue in your area. The fault number is F008520844. The estimated fix date is 3rd November. You might find that your Virgin Fibre, Virgin TV or TiVo® services are intermittent, with the picture freezing or disappearing now and then. We are sorry and our engineers are working hard to resolve this for you

 

Kind regards,

John_GS
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Message 16 of 36
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Re: Virgin Lost My Number - Told To Contact BT.

When my number is called it rings at the callers end but not in my house.

I was told the SNR fault in my area would be fixed on 30th October.

Now it is going to be 3rd November.   Any more delays expected ?

My internet and smart TV are working perfectly.

Please be aware - I will be billing Virgin for substantial compensation.

* Two weeks+ without a phone.

* At least 5/7 hours spent dealing with this.    (So far.)

* Over two hours on my mobile to BT doing your job. (BT were shocked you had sent me to them.)

*  Hassle, frustration, inconvenience etc. 

Please forward this to whoever I will be dealing with:  Senior management:  accounts:  legal department.

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Message 17 of 36
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Re: Virgin Lost My Number - Told To Contact BT.

Compensation will be applied as per here 

 

We don't compensate for time so sadly that won't be applied. 

 

Can you dial out for me, for example ring your mobile? If so, what number comes up?

 

I am sorry for the estimated fix date change, we're working as hard as we can to resolve it asap

 

Kind regards,

John_GS
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Message 18 of 36
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Re: Virgin Lost My Number - Told To Contact BT.

I have just tried dialling my mobile - again.

Silence.  No ringing on either phone.

Virgin will certainly be paying for the many hours I have wasted on this problem.  (Your one sided 'company policy' is meaningless.)

Especially the 2 hours + I wasted on the phone to BT because that's what Virgin told me to do.

If it has to become legal - so be it.  It will also be very public. 

I have kept a record from the start.  It is damning.  

 

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Message 19 of 36
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Re: Virgin Lost My Number - Told To Contact BT.

sounds more like a line fault nothing to do with losing the number.

you can only get compensation as agreed in your contract. Threats will not change the legal contract you have.

So have you asked for an engineer to come out and check the line or just keep telling them you lost the number. Sounds like hte problem you are reporting here is unlikely

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Message 20 of 36
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Re: Virgin Lost My Number - Told To Contact BT.

No threats have been made.   Just basic facts regarding my course of action should that be necessary.

An engineer has been out.  It was then I was told that Virgin had lost my number.

Not as your post says -  'I lost the number.'  

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