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Message 31 of 36
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Re: Virgin Lost My Number - Told To Contact BT.

Hi Mayfly5, 

Really sorry that this is still on going, I do fully appreciate any upset caused. 

I've had a look and it seems as though the area issue has been resolved. 

Now this has been cleared and you're still having the problem I've booked another engineer for you. 


All details of the visit can be found on your online account and you'll be able to re arrange if it doesn't suit. 

Please ensure somebody over the age of 18 is in the property at the time. 

Keep us posted with how you get on. 

 

Thanks
 

Emma_C - Forum Team
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Message 32 of 36
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Re: Virgin Lost My Number - Told To Contact BT.

I HAVE complained via Virgin online complaints.

That was on 24th October.   No Reply.

Ofcom office is closed due to Covid19.

What is CISIS ?

 

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Message 33 of 36
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Re: Virgin Lost My Number - Told To Contact BT.

Thank you Emma,

I have had a text saying an engineer will be here on 11th November.***

I will be here.

Better pass this on to your managers.

***  That will be taking the problem into week four.

*   Over two hours onto BT over a Saturday & Sunday because I was told it was my responsibility to retrieve the number Virgin have lost.

*  Two official complaints via your website - unanswered.  (24th Oct.)  A 3rd sent today.

*  Approx:  5-6 hours over three weeks dealing with this.

*  All during Covid isolation and serious family illness.

 

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Message 34 of 36
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Re: Virgin Lost My Number - Told To Contact BT.

Hi mayfly5, I am sorry to hear that you are having issues with the service and the engineer should be able to get this resolved for you on the 11th. Can you let us know how the visit goes and if you are still experiencing issues once the engineer has been? I look forward to hearing from you. Chris 

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Message 35 of 36
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Re: Virgin Lost My Number - Told To Contact BT.

Problem finally fixed.   

Reported on 20th Oct.

First engineer 24th Oct.  Not fixed.

Second engineer =  fixed on 11th November.

Now who do I contact about 22 days without a phone ?

 

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

Hi mayfly5,

 

Great to hear this has been resolved, I'm sorry about the time frame.

 

In regards to the loss of service credit I've popped you over a private message to discuss further.

 

Alex_Rm

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