Forum Topic

Virgin Media Phone Line

Has anyone else been without a land line for over two weeks?  If so, has anyone got any sense out of Virgin Media about their handling of it?

Anna Oldakowska ● 3343d22 Comments

I also have landline issues. There is s cross line so I am receiving calls for my next door neighbour. After several long phone calls to Virgin, I was told it could not be fixed for over a week. I escalated it but got nowhere. Then I read this post. I emailed the CEO yesterday afternoon and this morning I received a call from an engineer saying he would visit this afternoon and fix it.So thanks for the tip Chris Hurley. We should not have to resort to this to get action but if the system is broken and this works then I suggest you all email Tom with your complaint.

Mary Bennebri ● 3337d

The engineer came and fixed the problem within 20 minutes! I'm amazed.

Teresa Byrne ● 3337d

I use Virgin for email - usually pretty good, but today I can't log on to any part of virginmedia.com and have tried several different ways. They seem to be having problems...Can't be bothered to phone, life is too short!

Lorna Dodd ● 3340d

Latest Virgin update is now 09 Mar 17. Don't hold your breath folks.What a total shambles.

Tony Crumpton ● 3341d

Christopher, I won't go into detail here as I'm waiting for the problem to be resolved by my supplier, but this was a situation where BT's (not OpenReach) system went wrong and ported my number away from my supplier without my knowledge. I'm still without a working phone as a result.

Norman Redfern ● 3341d

Most connections between the customers and the local exchange go through similar routes, but can be routed on from there by the ISP that takes your money.Was the line down during a service upgrade? BT OpenReach do most of the real work for the "suppliers" under bulk contracts, and they announce up to 6 hour overnight breaks for the following week for specific areas.

Christopher Bell ● 3341d

Unfortunately good customer service seems to be impossible to find in the world of telecoms. My phone was cut off by BT last week - and I'm not even a BT customer.

Norman Redfern ● 3341d

Really rubbish customer service seems to be the hallmark of the Virgin group: the train people are ghastly and words fail me on Virgin Atlantic. (the people who DOWNGRADED my 84 yr old mum out of her premium seat.)

Sara Nathan ● 3341d

Thanks for the info, will add weight to my e.mail to CEO. Thank you

Anna Oldakowska ● 3341d

Thanks for that!

Anna Oldakowska ● 3341d

We have the same problem and an engineer is coming out during the week. I don't hold out much hope!

Teresa Byrne ● 3341d

Why do they still have customers?I was with an enta.net reseller who moved to Germany and did not reply to emails. Enta could have supplied IPv6, but I gave up and moved to Plus.net FTTC when I was told they were ready to roll out IPv6. It generally works fine, but I am still waiting for IPv6. I recently heard that the Microsoft HQ network still does not work correctly, and they are talking about another 6 months before they do any serious testing. IPv6 has been around for 10 years, and Free Open Source Systems work.

Christopher Bell ● 3342d

Is anyone actually getting through to a Customer Services agent? I have been trying today and am ending up with the automatic message saying that the engineers are on sight and it should be fixed by 2pm today!!!!!!

Tony Crumpton ● 3342d

Oh wow I did not realise there were other folk in the same boat. I thought it was just me getting duff information from Virgin Media Customer Services.

Tony Crumpton ● 3342d

Good luck!

Chris Hurley ● 3342d

ODR@virginmedia.co.ukComplaints email

Linda Gregory ● 3342d

I have been in touch with the council who tell.me after 2 days an issue like this becomes emergency and a docket to.dig the rd can be given within 2 hours, a week ago the council told me that virgin had not contacted them or requested anything. The guy told me he was had contacted them over this complaint from me. Saga continues no line extended deadlines. Have fired of 2 emails, 1 to email given in the thread and another I found which appears to  be an online complaints system. I wait with baited breath!

Linda Gregory ● 3342d

Thanks for email sick.of complaining and the extended deadlines since 17 th Feb!

Linda Gregory ● 3342d

My virgin phone line was down for over 2 years, they kept telling me they couldn't get permission from the council to go under the pavement to get to the wire. Don't be surprised if you are waiting more then 2 weeks....And to add insult to injury, they continued to charge me for it and the onus was on me to call them every three months for an update and refund.

Madeline Kerketta ● 3342d

The only way to get anything done with Virgin is to go to the top. Write to the CEO and it will get sorted: tom.mockridge@virginmedia.co.uk

Chris Hurley ● 3342d

Have been calling them for two weeks and receiving contradictory text updates.Complete joke.

Peter Savick ● 3342d

Hi I am in the same boat in Berrymead Gardens. I keep on phoning up and not getting any sense from them. They just say that the incident has been noted and the engineers are on sight. I thought it was my phone at first and bought a new one.

Tony Crumpton ● 3343d