Can’t receive calls AGAIN!!!!

[payney1974]

After all the trouble I had when I switched to Virgin last year 😢 I’ve now been told by someone that tryed to call me two weeks ago that my landline isn’t receiving calls again!!! What can I do? I don’t know what? Customers call my landline and they hear a message saying this number is no longer in use!! 

[Kath_F]

Hi payney1974, 

Thanks for posting and we're sorry to hear you're having an issue with receiving calls. 

Taking a look at this end, the telephone service is active and fully provisioned. Some of the further checks are failing though so this isn't something we're going to be able to resolve remotely and I would like to arrange for an engineer to come to take a look at this for you. 

I just need to confirm the address to ensure we are booking the visit on the correct account. I have sent you a private message regarding this. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.

Thanks,

[Kath_F]

Hi @payney1974,

Thanks for coming back to me via private message to confirm your information.

I have booked you in for the next available appointment. To view this please sign in to My Virgin Media here: My VM. Once you log in scroll down to Orders & appointments then click on View your orders. Please note it can take up to 24 hours to show but you should also receive a text message with the details. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit, please do let us know and we’ll pop you a message to pass data protection and confirm the appointment details.

Just to confirm, 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.

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

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.

Let us know how the appointment goes.

Take care

[payney1974]

Still not working and the scary thing is, how long has it not worked for? Has it ever worked? 
this needs to be escalated and refunds given!!!

[Paul_DN]

Hi payney1974,

Thank you for reaching back out, sorry to hear you are not receiving calls again, did the Technician resolve this when they came.

Regards

Paul

[payney1974]

Sam the engineer was great, kept me informed as to what was happening (our phone line has to be disconnected and then re connected) but that should have been resolved over a week ago!  There’s a good chance that since I’ve had Virgin , I’ve never received calls and I pay extra to have my calls diverted to my mobile phone. 

[Kath_F]

Hi payney1974, 

Thanks for coming back to us to let us know how the visit went. We're sorry that things were not resolved but can see from the engineers notes this was raised further and escalated to the right teams. 

In terms of the service never working, we can only take in to account the time you reported the issue to us. We're not able to fix something we're not aware of. Once the fault is resolved, your account will automatically be assessed for automatic compensation. If eligible, this will then be added to the account as a credit and you'll see it on the bill generated after the fault is resolved. You can view more on that here 👉 Automatic Compensation.

If you have any further issues, pop back and let us know. 

Many thanks, 

[payney1974]

At what point am I allowed to switch to another provider that can supply me with a landline that works? I know I’m still in contract but Virgin Media aren’t keeping their side of the contract to supply me with a working service? 

[Zach_R]

Hi @payney1974,

I appreciate that any downtime is both inconvenient and irritating, and I do apologise. We'll be doing all that we can to get things restored for you ASAP.

If you don't wish to wait and would rather discuss cancellation options instead, please reach out to our retentions team on 0345 454 1111 (or 150 from a Virgin Media landline) and they can advise from there for you.

Keep us posted.

Thanks,
 

[payney1974]

Can I please have an update please ??