Phone not working - Virgin Media TV and Phone

electro7819 · 21-02-2008, 14:33

Hi,

My Virgin Landline hasnt been working for 2 days, cant make outbound calls or recieve inbound.

I called Technical Support who informed me to take my phone to a neighbour's house and check it there!!!

I was also informed that if it is a handset problem I will be charged about £30 for the engineer call out!!

Appauling!! What the hell do we pay for here?

TheFirstCut · 21-02-2008, 16:25

Quote:

Originally Posted by electro7819

Hi,

My Virgin Landline hasnt been working for 2 days, cant make outbound calls or recieve inbound.

I called Technical Support who informed me to take my phone to a neighbour's house and check it there!!!

I was also informed that if it is a handset problem I will be charged about £30 for the engineer call out!!

Appalling!! What the hell do we pay for here?

Well you are meant to check first that the fault isn't with your handset, you are only paying the the service up to your master socket, any phones or extensions you have to eliminate as being at fault.

VM are not the only ones who will charge you if you haven't eliminated items that are YOUR responsibility, others will charge more if it is found to be a fault with YOUR equipment and not the VM network.

Not appalling at all.

You can report faults in VM's support newsgroups saves phoning up: virginmedia.support.telephony

See: www.virginmedia.com/newsgroups if you need help setting them up.

However they will still tell you to check first it isn't YOUR equipment that is at fault like any other phone service provider would.

Formula1Mad · 21-02-2008, 17:40

Quote:

Originally Posted by electro7819

Appauling!! What the hell do we pay for here?

We pay for a working telephone line. We are the ones who are supposed to provide an actual working telephone.

If my television picture goes off i first check that my tv is working rather than immediately blaming my tv service provider.

21-02-2008, 23:13

Quote:

Originally Posted by electro7819

Hi,

My Virgin Landline hasnt been working for 2 days, cant make outbound calls or recieve inbound.

I called Technical Support who informed me to take my phone to a neighbour's house and check it there!!!

I was also informed that if it is a handset problem I will be charged about £30 for the engineer call out!!

Appauling!! What the hell do we pay for here?

It would be a waste of money and the engineers time if it was your 'phone causing the problem, so all you have to do is plug your 'phone into another working line to make sure your equipment is not at fault, then you get your FREE callout and the engineer will fix the LINE

And that's what you are paying for.

briallen · 06-11-2009, 16:55

My Virgin telephone line has not worked for two days and that means my lifeline phone also is out of operation.

There is no way of letting Virgin know about it via e-mail and I'm housebound. They assume we can all access another phone to let them know the problem.

I have a mobile with no signal in my house, so I had to go to the top of my garden to report the problem. I waited more than 15 minutes to get a person on the phone, by which time my pay-as-you go was coming to an end. I had topped it up last week! He got my details and said he'd phone back!!!!! Of course i heard nothing.

Later a friend got my mobile account topped up and I went out to the garden again to phone Virgin. This time i got through fairly quickly and was assured someone would be out before 4pm. Well, it's 5.45 pm now.

About 4.15pm I rang Virgin again, (again out in the garden in the rain) and had to listen to endless music before someone answered. This was India this time. She assumed my phone had been sorted and said she would contact the "technical" department. Then my mobile alerted me the account was running low again!

I have spent nearly £18 trying to get through to report a telephone fault to Virgin in three calls today!

That is very expensive music they make us listen to.

Virgin has a reputation of being expensive to phone because they make us hang on for long so it's not fair to ask a neighbour to do the call.

Still no sign of someone coming to sort out my faulty line.

briallen · 06-11-2009, 20:24

My daughter rang VM an hour ago and they promised I would have an engineer visit tonight as I am a "priority" customer. (health reasons)

She rang from the other end of the country, was kept waiting and forced to listen to awful music for the normal 20 minutes. She was careful to use her own VF phone at home so it cost her nothing.

I'm told to expect someone to repair the line anytime up to 10pm! Lawyer daughter is furious at the way I'm being treated, there are a number of issues about breaking contracts on here, something for trading standards to look at.

I'm too ill to stay here on my own without means to contact someone in an emergency. My mobile has zilch left on it, courtesy of Virgin media. I was planning to stay with a friend for the weekend for safety but now we have to wait in case this engineer turns up. Anytime up to 10pm!!!!!!!!!!!

No one can contact me on any phone. VM will not e-mail me to tell what is happening.

dave_dph · 07-11-2009, 06:35

Briallen, why don't you use the online newsgroup support. The technical guys on there are excellent and will get things sorted for you, you don't have to phone VM. I am not talking about email or online problem reporting.

If you dont have VM newsgroups set up here is a guide:

http://www.virginmedia.com/help/cabl...setting-up.php

Once you have set them up you need to post in virginmedia.support.telephony

Don't forget to frequently refresh the group which will enable new posts to appear. In Outlook Express you can use the synchronise function for this, or simply click out of the group and then back in.

briallen · 07-11-2009, 10:59

Thank you. I'll try that.

No engineer been here yet after nine calls and over two hours of various people calling for me. Each time they promise a "priority" call and appear concerned no one has turned up.

briallen · 07-11-2009, 11:09

Quote:

Originally Posted by dave_dph

Briallen, why don't you use the online newsgroup support. The technical guys on there are excellent and will get things sorted for you, you don't have to phone VM. I am not talking about email or online problem reporting.

If you dont have VM newsgroups set up here is a guide:

http://www.virginmedia.com/help/cabl...setting-up.php

Once you have set them up you need to post in virginmedia.support.telephony

.

I don't know what my News (NNTP) Server is.

There is no way I can contact Virgin to find out what it is..

dave_dph · 07-11-2009, 11:11

Quote:

Originally Posted by briallen

I don't know what my News (NNTP) Server is.

There is no way I can contact Virgin to find out what it is..

Use the basic text server, address is:

text.news.virginmedia.com

dave_dph · 07-11-2009, 11:15

Once you have downloaded the newsgroups search for support.virginmedia.telephony and subscribe to it. You can then post your request into the group. Do not post personal details, just give them the first part of your ntl / blueyonder or virginmedia email address. Anything that comes before the @. They can locate your account from that.

21-02-2008, 14:33	#1
electro7819 Forum Member Join Date: Dec 2007 Posts: 125	Phone not working Hi, My Virgin Landline hasnt been working for 2 days, cant make outbound calls or recieve inbound. I called Technical Support who informed me to take my phone to a neighbour's house and check it there!!! I was also informed that if it is a handset problem I will be charged about £30 for the engineer call out!! Appauling!! What the hell do we pay for here?

06-11-2009, 16:55	#5
briallen Forum Member Join Date: Jan 2007 Posts: 3,497	My Virgin telephone line has not worked for two days and that means my lifeline phone also is out of operation. There is no way of letting Virgin know about it via e-mail and I'm housebound. They assume we can all access another phone to let them know the problem. I have a mobile with no signal in my house, so I had to go to the top of my garden to report the problem. I waited more than 15 minutes to get a person on the phone, by which time my pay-as-you go was coming to an end. I had topped it up last week! He got my details and said he'd phone back!!!!! Of course i heard nothing. Later a friend got my mobile account topped up and I went out to the garden again to phone Virgin. This time i got through fairly quickly and was assured someone would be out before 4pm. Well, it's 5.45 pm now. About 4.15pm I rang Virgin again, (again out in the garden in the rain) and had to listen to endless music before someone answered. This was India this time. She assumed my phone had been sorted and said she would contact the "technical" department. Then my mobile alerted me the account was running low again! I have spent nearly £18 trying to get through to report a telephone fault to Virgin in three calls today! That is very expensive music they make us listen to. Virgin has a reputation of being expensive to phone because they make us hang on for long so it's not fair to ask a neighbour to do the call. Still no sign of someone coming to sort out my faulty line.

06-11-2009, 20:24	#6
briallen Forum Member Join Date: Jan 2007 Posts: 3,497	My daughter rang VM an hour ago and they promised I would have an engineer visit tonight as I am a "priority" customer. (health reasons) She rang from the other end of the country, was kept waiting and forced to listen to awful music for the normal 20 minutes. She was careful to use her own VF phone at home so it cost her nothing. I'm told to expect someone to repair the line anytime up to 10pm! Lawyer daughter is furious at the way I'm being treated, there are a number of issues about breaking contracts on here, something for trading standards to look at. I'm too ill to stay here on my own without means to contact someone in an emergency. My mobile has zilch left on it, courtesy of Virgin media. I was planning to stay with a friend for the weekend for safety but now we have to wait in case this engineer turns up. Anytime up to 10pm!!!!!!!!!!! No one can contact me on any phone. VM will not e-mail me to tell what is happening.

07-11-2009, 06:35	#7
dave_dph Forum Member Join Date: Sep 2004 Posts: 175	Briallen, why don't you use the online newsgroup support. The technical guys on there are excellent and will get things sorted for you, you don't have to phone VM. I am not talking about email or online problem reporting. If you dont have VM newsgroups set up here is a guide: http://www.virginmedia.com/help/cabl...setting-up.php Once you have set them up you need to post in virginmedia.support.telephony Don't forget to frequently refresh the group which will enable new posts to appear. In Outlook Express you can use the synchronise function for this, or simply click out of the group and then back in.

07-11-2009, 10:59	#8
briallen Forum Member Join Date: Jan 2007 Posts: 3,497	Thank you. I'll try that. No engineer been here yet after nine calls and over two hours of various people calling for me. Each time they promise a "priority" call and appear concerned no one has turned up.

07-11-2009, 11:15	#11
dave_dph Forum Member Join Date: Sep 2004 Posts: 175	Once you have downloaded the newsgroups search for support.virginmedia.telephony and subscribe to it. You can then post your request into the group. Do not post personal details, just give them the first part of your ntl / blueyonder or virginmedia email address. Anything that comes before the @. They can locate your account from that.