Virgin Media Community

[rockyrobinson]

After a fault some contactor rerouted the phone very superficially and unprotected to the house. The builder has cut through it whilst installing a path. 

All I want is someone to come out to splice an reconnect a five feet section. 

The help desk is automated and keeps sending be back to the beginning. The phone rings off. basically it is IMPOSSIBLE to speak to anyone about this,. 

The website throws up 400 errors . 

Please don't say phone 0345 454111 and speak to someone as you can't do it.  Or if you can, tell me how. 

Any suggestions please.  I needs my phone for work as I'm an NHS doctor 

[Ashleigh_C]

Hi there @rockyrobinson

Thank you so much for your post and welcome back to our community forums.

I am so sorry to hear that this has happened! I would be happy to arrange for an engineer to restore this for you.

I'll pop you a PM now so we can arrange this. Please keep an eye out for the purple envelope in the top right corner of your screen alerting you to a new message. 

Thank you. 

[rockyrobinson]

Your message never arrived. I'm waiting in for the engineer which I managed to arrange on the phone when the automated machine stopped spitting me out by hanging up. . The caller was unsure of the process but said she'd arranged it for today between 1-6pm . I have had no further communication. I cant access the web page, it said oops there's a problem on our side.  The customer service so far,  is far from ideal. 

[Paulina_Z]

Hi @rockyrobinson,

Thank you for coming back to us and keeping us updated on your technician appointment. I'm not too sure what you mean by "Your message never arrived" as I can see that you've spoken to my colleague via Private Message.

Sorry to hear that you're having some issues viewing your appointment online. I'll be more than happy to confirm this with you via Private Message. Please keep an eye out for a purple envelope at the top right corner of your Forum page. I will be in touch with you soon.

Thank you.

[rockyrobinson]

Thanks yes I see that now. 

[Paulina_Z]

Hi @rockyrobinson,

Thank you for coming back to me via private message and confirming your details. I have now booked you a technician visit for your ongoing landline issue – you can check and amend the date and time of your appointment via your online account.

There will be no charge for this visit unless:
•    The technician diagnoses the faults as not being caused by our network/equipment 
•    The technician discovers that the fault or problem relates to your equipment
•    The technician discovers that the fault or problem relates to any system that we are not responsible for
The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account. 
Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment.
If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.
Please keep us updated on how your appointment goes and if you need any further assistance.

Thank you.

[rockyrobinson]

Thanks again. In future I’ll use this forum rather than the telephone staff. 
You have been most excellent. 

[Paulina_Z]

Hi @rockyrobinson,

Thank you for coming back to me. I'm glad that I was able to resolve your issue. 🙂

Please come back to us and let us know how you get on at your appointment and if you need any further help.

Thank you! 

[Paulina_Z]

Hi @rockyrobinson,

Thank you for coming back to me via Private Message and confirming that your issue is now resolved!

I'm glad that the technician was able to resolve the issue quickly and effectively! If there's anything else we can do to help, please let us know. 

Thank you! 🙂