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Pip9
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phone cuts in with automated message not allowing messages to be left

On many occasions my phone only rings a couple of times before a screening message cuts in and tells the caller - Hello your call cannot be taken and you cannot leave a message please call later. It doesn't happen all the time but I want this permanently removed as it is infuriating. So far I have waited an hour on 150, tried 150 again and gone round in circles, waited 4 hours on the automated online queries but still cannot get anyone to take action. I had previously posted about the ansaphone which was supposed to be switched off and assume this is all part of the same thing. I am considering leaving Virgin but even that I can't do unless someone actually talks to me.  Does anyone have any suggestions as to how to get Virgin to sort this out please?

Thanks 

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John_GS
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Re: phone cuts in with automated message not allowing messages to be left

Hi Pip9

 

Thanks for posting. My apologies for the phone line issues. It sounds like we need to extend the rings on the phone rather than a fault, as I can see my colleague removed your voicemail service as per your request 2 months ago. 

 

I'll get this done for you now, so should be working within a few hours

 

Kind regards,

John_GS
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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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Pip9
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Re: phone cuts in with automated message not allowing messages to be left

this still hasn't resolved the issue and I have asked in another post for my mobile and landline to be switched away and to keep the broadband only if it is at a reasonable price. I haven't had a response from my complaint raised, or any messages left on the virgin messages. Ringing just goes round in a loop and I can't change my package online! It is unbelievable to have such a system that seems to be deliberately make you stay with Virgin.

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Corey_C
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Re: phone cuts in with automated message not allowing messages to be left

Sorry to hear this is still occurring, I can confirm the service was removed.Can you check again for us? 

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Pip9
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Re: phone cuts in with automated message not allowing messages to be left

Thanks for your reply. I checked this on 24th before writing my message and got a friend to call while I used the phone. The engaged tone works but when the phone is not in use and left to ring after about 8 rings this auto screening message still comes on. The only thing I can do now is to keep my answerphone on (which is not a virgin one) to come on before 8 rings to prevent this message kicking in. I still want to switch my landline and mobile but can't get anyone to talk to me and cannot do any of this online as I am not permitted. It is incredibly frustrating. The mobile doesn't get a signal in the house most of the time and despite setting up wifi calling it has never worked. I can only send text messages when I wave the phone around in specific areas of my house which is incredibly annoying. This is why I want to switch the mobile. 

If you can help in any way to get this sorted I'd be most grateful. Thanks.

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Corey_C
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Re: phone cuts in with automated message not allowing messages to be left

Thanks for replying, Pip9. 

 

I'm unsure where the automated message is coming from as the voicemail service is off. However if needed then I can send it fo 2nd line faults. Unfortunately, regarding package changes this is something we can help with from the community forums and will need speaking with our sales or retentions teams. If it is a switch/port you are needing, these can be done without having to wait on the phone. 

For Mobile you can have a look here

For Landline, once the number is ported out, this will cancel the landline service.

However cancelling one part of the service, can also change your bundled pricing, if you are currently receiving any discounts/offers.

 

Cheers,

Corey C

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