Virgin Media Community

[Billy3173]

I’ve just discovered my home phone line is dead as well as broadband. I’m plugged into the main and only socket and have tried other handsets. Anyone else lost their phone line too?

[Josh_RW · Accepted solution]

Hi Billy3173,

Welcome to the Community!

I'm sorry to hear you're having trouble with your landline and broadband.

I've located your account and I can see an issue with the network in your area affecting your services - F005900340. Our technicians are working to get this resolved as soon as possible and have set a review date of 11th January. 

If you're still having trouble tomorrow let me know and I'll check it out for you.

Speak soon

Josh

[Billy3173]

Thanks for the reply. Phone and internet is still off, when can we expect the service to be resumed and can we expect a rebate for the downtime?

[Josh_RW]

Hi Billy3173,

I've checked the notes again and the technicians have set a new review for tomorrow morning (12th Jan). 

Once the network fault has cleared I'll sort out a loss of service credit for you.

Speak soon

Josh

[Billy3173]

Thanks josh, hopefully the review isn’t put back again.

[Josh_RW]

Hi Billy3173,

Hopefully it won't but I'll keep an eye and let you know if it changes.

Speak soon

Josh

[Josh_RW]

Hi Billy3173,

Thanks for your patience with this!

I've checked the network report and the outage seems to have been resolved. How's it looking on your end? Everything okay?

Speak soon

Josh

[Billy3173]

Once again my broadband is off and this is the 3rd time since my original post. Also, I never received any loss of service credit on my last bill despite being told I would. It’s getting tedious now. 

[Rose_B]

Hi Billy3173,

Welcome to the community.

You have posted on the landline board so unless you have a problem with your landline you will need to post on the broadband forum here and someone will get back to you soon.

Kind regards