no landline dial tone

[luigidapunka]

Hi

We had an engineer come out last thursday (10-08-23) and replace the exterior cable box cover as was falling to pieces.

Since the we have had no dialling tone on the landline.

Have tried calling customer services thru the premium rate phone line and the one person I did get thru to did not bother to return my call post line testing..

Can anyone on this forum be of assistance at all?.

Regards

Mark

[David_Bn · Accepted solution]

Thanks for your post on our Community Forums @luigidapunka, and a very warm welcome to you!

Sorry to hear of the issues you been experiencing with the landline phone, since the recent engineer visit.

I'd be happy to take a closer look into this one for you.

Check out the envelope in the top right hand corner for a private message from me.

Kindest regards,

David_Bn

[David_Bn]

Thanks for coming back to me over private message @luigidapunka, I've been able to book in an engineer appointment for you. 

For details of the time and date of the appointment, and 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.

Furthermore, I'd need to advise that;

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.

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 ensure there is someone over the age of 18 present at the time of the visit.

We will continue to monitor your services and if we can see that the fault has cleared and the visit is no longer required we will cancel the appointment and let you know by text and email.

Kindest regards,

David_Bn

[luigidapunka]

Thanks very much for your help David. 

Much appreciated. 

Regards

[David_Bn]

No problem @luigidapunka.

Do feel free to keep us updated with how the visit goes, and we'll be on hand to assist further, if this is indeed required.

Kindest regards,

David_Bn

[luigidapunka]

Hi David

Just to inform that engineer did not arrive, no messages, no nothing.

I am really disappointed with virgin at this moment.

Do have any ideas or an explanation?.

Look forward to your reply.

Regards

Mark

[David_Bn]

Thanks for coming back to me @luigidapunka, and I'm sorry to hear of the no-show from the engineer.

Can you please confirm if the fault is still ongoing, or if this has since been fixed?

Kindest regards,

David_Bn

[luigidapunka]

Hi David.. Fault still present.

eight days and counting.

My wife wants me to cancel and try another company, but I am holding out as been with VM for quite so time. 

If you cannot get this sorted out then please let me know. 

Regards

[David_Bn]

Thanks for coming back to me @luigidapunka.

Check out the envelope in the top right hand corner, and we'll return to a private conversation.

Kindest regards,

David_Bn