Menu
Reply
  • 6
  • 0
  • 0
Andi2002
Joining in
245 Views
Message 1 of 14
Flag for a moderator

No phone service since August 2017

I moved the house on 24th July and took Virgin Media phone and internet with me. The cable was installed on 24th and services connected on 27th of July, everything worked at that time. At the beginning of August phone line started to make cracking sound and at the beginning of September went dead. I was busy with settling in my new house and didn't have time to call Virgin until the beginning of October. An engineer came on 13th October and after investigation reported a problem in the main junction box on the street. Next day another engineer came and after lengthy investigation and by cutting phone cable in our front garden found the cable damaged somewhere on the street and blamed cable installers who pulled the cable and damaged phone wire. He promised that the third party company will come and change the cable. I did wait for a month and contacted Virgin Media at the beginning of November. Virgin Media operator sent third engineer to come on 23rd November and look again at the cable. This engineer give me the date (6th of December) when outside company will come and install a new cable. You guess what, no one came and I am still paying for phone services. What should I do to make Virgin Media fix my phone line?

0 Kudos
Reply
  • 10.7K
  • 496
  • 1.67K
Forum Team
Forum Team
227 Views
Message 2 of 14
Flag for a moderator

Re: No phone service since August 2017

Hi Andi2002

Thanks for joining us on the community and for posting about your landline with us.

I am sorry to hear that this has been affecting you for such a while Smiley Sad

I'd like to see what we can do to resolve this for you.

If you can pop back to me on a PM with:

  • Your name
  • The full address
  • If you are the account holder
  • Your preferred contact number

I'll be able to look into this for you and hope to get this issue resolved for you.

To PM* me, simply:

  • Click on my forum PM link Karen_A

Many thanks

 

* For other forum users reading this, please only PM me if I have asked you to first.

 


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"

0 Kudos
Reply
  • 16.9K
  • 714
  • 1.12K
Forum Team
Forum Team
418 Views
Message 3 of 14
Flag for a moderator
Helpful Answer

Re: No phone service since August 2017

Hi Andi2002

 

Thanks for sending us that information, I'm so sorry again for the inconvenience you've experienced with this issue.

 

I've sent you information regarding when to expect the external team to resolve those issues in a private message, which you can view by clicking the envelope on the top right of this page.

 

We'll talk soon

Craig


New around here? To find out more about the Community check out our Getting Started guide


0 Kudos
Reply
  • 16.9K
  • 714
  • 1.12K
Forum Team
Forum Team
213 Views
Message 4 of 14
Flag for a moderator

Re: No phone service since August 2017

Thanks for getting back to us Andy

 

Apologies again for the inconvenience caused, I'll keep an eye on your account from our end and I'd love to hear how that goes.

 

Take care

Craig


New around here? To find out more about the Community check out our Getting Started guide


0 Kudos
Reply
  • 6
  • 0
  • 0
Andi2002
Joining in
175 Views
Message 5 of 14
Flag for a moderator

Re: No phone service since August 2017

Hi,

Today contractors came and installed a new cable to the house. However, they left the cable at the wrong side of the house. Please see photos attached.

If they like to have the cable of the other side of the house I am happy for them to install the Virgin Media  box at that side and drill through the wall and put inside box at that side, but I don't like them nailing the cable on the outside wall as it is not looking good from outside, and that was not how the cable was connected to the house originally.   

Is there any way you could contact them and pass this information.

 

Regards,

AndyDSC_3027.JPGDSC_3025.JPG

0 Kudos
Reply
  • 16.9K
  • 714
  • 1.12K
Forum Team
Forum Team
313 Views
Message 6 of 14
Flag for a moderator
Helpful Answer

Re: No phone service since August 2017

Hi Andy

 

Thanks for getting back to me, I've contacted the engineering manager in your local area and passed your message on, it's likely they'll contact you directly but if I see they haven't and they get back to me first, I'll be in touch right away.

 

Look forward to hearing how it goes

Craig


New around here? To find out more about the Community check out our Getting Started guide


0 Kudos
Reply
  • 6
  • 0
  • 0
Andi2002
Joining in
158 Views
Message 7 of 14
Flag for a moderator

Re: No phone service since August 2017

Craig,
Thank you very much.

Andy
0 Kudos
Reply
  • 16.9K
  • 714
  • 1.12K
Forum Team
Forum Team
156 Views
Message 8 of 14
Flag for a moderator

Re: No phone service since August 2017

We'll be in touch soon either way Andy, apologies again for the inconvenience caused. 

 

Talk soon

Craig


New around here? To find out more about the Community check out our Getting Started guide


0 Kudos
Reply
  • 6
  • 0
  • 0
Andi2002
Joining in
122 Views
Message 9 of 14
Flag for a moderator

Re: No phone service since August 2017

Hi,

Merry Christmas to all of you on this forum!

For me, no phone line this Christmas and by knowing the speed of Virgin Media I am not expecting anyone from Virgin coming and fixing it before New Year. Hopefully they will fix it during the next year.

Regards,

Andy

0 Kudos
Reply
  • 10.7K
  • 496
  • 1.67K
Forum Team
Forum Team
86 Views
Message 10 of 14
Flag for a moderator

Re: No phone service since August 2017

HI Andy

Did this get sorted for you? I can see a repull was booked but the cabling location was one that you were not happy with at the time.

If you can pop back to me on my PM I can rearrange this for you if it has not yet been resolved.

You can find this on the tip right hand side of the forums in the purple envelope.

Kind regards,


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"

0 Kudos
Reply