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AlanSi
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home phone/landline package


I'm having a terrible time with Virgin landline and especially customer service. Re the landline, Virgin did some general repairs in the area recently - we lost Internet for an afternoon, without having received any advance notice - but since the guy left, we haven't been able to use the landline. Like everyone on this thread, we spent hours on the phone, first waiting and then having people run checks to tell us thatthe problems with our phone handset - which had been  compatible before Virgin's own system repairs - is because the handset is no longer 21CV compatible. In other words, Virgin's unannounced and unconsulted change will force me to spend money, something they're imposing on me without agreement. Nor am I sure that the money I spend on a new handset will not be lost, given the lack of info provided on which handsets to buy. In the end, I think Virgin should agree to let me opt out of the home phone/landline part of my current package without incurring any penalty. But good luck trying to contact them to discuss the change. The 0345 number being so slow and expensive, have been on the chatbot for several hours waiting for a human counterpart. At first they sent me to Whatsapp but kept sending an automatic question whether my query is ongoing - which it is - but would not recognise my answer any of the many different ways I responded yes. So that was a waste a time, I've had to come back to the chatbot and have been waiting a further hour with no response.  If no Virgin rep reads this long message and responds ASAP, there are going to be troubles, starting with wider bad publicity. 

[MOD EDIT: Subject title changed for clarity]

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Ashleigh_C
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Re: home phone/landline package

Hi there @AlanSi

 

Thank you very much for your first post to our community forums and it's great to have you here! 

 

I'm so sorry to hear that you have faced this issue with your 21CV service! We have moved your post into a separate thread so we can deal with individually. 

 

I would be more than happy to raise a complaint for you in regards to this if you have not already? 

 

Please let me know if you would like me to do and I will send you a private message so we can look into it.

 

Thank you. 

Ash_C
Forum Team



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goslow
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Re: home phone/landline package

@AlanSi
I've not entirely understood the sequence of events from the post.

Were you on a working 21CV phone connection from the back of the hub which then stopped working after some unannounced VM updates? Or did the unannounced VM updates move you to a 21CV connection which hasn't worked post-update?

What specific issues with the phone are you experiencing (no connection at all, problems with incoming/outgoing calls, ringing problems etc.)?

Assuming you are now on a 21CV connection, what does the 'welcome page' show when you log into the hub? Does it show telephony is ready/enabled (something like the link below)?

https://setuprouter.com/router/virgin-media/virgin-media-hub-3/setup-75194-large.htm

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AlanSi
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Re: home phone/landline package

Thank you Ash.

Yes please, contact me via email or on my mobile phone - you have them on my Virgin records - to discuss this in further detail.

There is a resolution to be had but it needs to be discussed with you. Thanks, Alan

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Ashleigh_C
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Re: home phone/landline package

Hi @AlanSi 

 

I will send you a PM now via the forum as we handle complaints this way. 

 

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.

 

Ash_C
Forum Team



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AlanSi
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Re: home phone/landline package

I am amazed by how poor my customer experience continues to be at Virgin Media. To start from the beginning...

- we lose the landline because some of your unannounced works causes handset incompatibility - and you have the gumption to say it is up to me to pay for new handsets (that may or may not work)

- you refuse to reduce our currently monthly charge by the landline rental fee when I counter-offer that it's best for me to do without home phone from now on

- and now, when I complain formally that it's impossible to get through to your many different departments to find anyone - much less someone capable of changing my package from Talk More Weekends to Talk Weekends - your complaints team comes up with the useless idea that I keep ringing the very same numbers that I have already been ringing, and where no one ever answers...including a 0345 number where you make money off our back. Note as well that your chatbot has too many glitches to be operative yet you also keep trying to get customers to use it.

It all seems like a rip-off to keep the customer locked into paying more than s/he should for a service that is far less than promised. You're earning yourself a formal complaint to Ofcom and Which Magazine unless you ring or email me and agree my formal request that you change my package from Talk More Weekends to Talk Weekends and reduce my monthly charge by £5.

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John_GS
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Re: home phone/landline package

Hello AlanSi

Thanks for coming back to me. 

They've just advised any newer form of handset will work. They've only ever known the older handsets to not work, so no list as such. 

We're not going to be able to offest the landline fee if it's a compatibility issue with the handset I'm afraid. 

Kind regards,

John_GS
Forum Team


Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill

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