Old NTL customer base account

[PaulPursglove]

I am an old NTL customer with an NTL base account and virginmedia E-mail boxes.  I wish to arrange an Engineer to re-route my phone to the modem, but the help line needs to send a message to my account mobile phone.  The only phone I have on the base account is the land line.  No box to add a mobile number.
Since it is not possible to speak directly to anyone or E-mail anyone for help, how do I proceed?
The only other solution seems to be, to change providers at this stage.

[Akua_A]

Hi @PaulPursglove 

Welcome to our community forums and sorry to hear you have had issues when trying to contact our team regarding the landline switchover. To best help, I have sent you a private message. Please keep an eye out for an envelope at the top right corner of your Forum page. Let me know if you have any issues locating this. 

Thanks,

[PaulPursglove]

I have located the envelope, but the system will not allow me to reply to the message contained therein, your reply response is blocked.

[PaulPursglove]

The reply has been accepted on second sending.

[Akua_A]

Hi @PaulPursglove 

Sorry to see you were having issues with sending a PM. I have received your message and sent a response. Please respond when you are able to.

Thanks,

[Akua_A]

We can understand your feedback @PaulPursglove  We truly apologise for your experience on behalf of our team. We will pass this feedback onboard to the relevant team. If you ever need any further help, feel free to message us on the forums. You can also find all our contact points here https://virg.in/contactvm 

Thanks,

[PaulPursglove]

I have not received any information regarding an engineer appointment and I have no point of contact other than this one. We are 5 days on from the 24 hours!
It is clear that I cannot use telephone or e-mail contact information and the phone help line is not helpful.
Where do I go from here?

[Adri_G · Accepted solution]

Hi, PaulPursgrove.
Thanks for posting again and for your updates on this issue, we'd love to best assist you.

Sorry to see your confusion and the lack of confirmation regarding an appointment we booked for you recently, to view your appointments and also manage them you can always access your online account here and check this.

Let us know if you see your appointment there, you may as well reschedule of cancel an appointment up to 4pm before the due date.

Anything more you may need, tell us here and we'll be happy to help.

[PaulPursglove]

Yes I see the appointment at this link.  The date and time is OK.  I assume that the land line connection will be working up to the engineers visit.  I also assume that this landline change issue will be left for the engineer to assess on site.
It would have been useful to have had access to this link before now.  The navigation of the website is not easy or logical.

[Adri_G]

I'm sorry to hear you didn't know about this link and that you haven't had a notification to confirm this appointment before either, PaulPursglove.

This info and any pending orders or visits booked for you can be also accessed by
signing in to MyVM account>My orders and appointments, FYI.

In this case we can also advise that unless the switchover in your area completes before the engineer visit, the line should work as normal (via Wall socket) until that date.

Please, do keep us posted on how things go with the appointment and your new set up.

As a further piece of advice, we can suggest to also check your: 
MyVM>Account Settings>Account Details>Contact info to ensure your details there are up-to-date so you can receive our communications. 🙂

Best regards,