Fred Fish
05-11-2009, 22:04
I have had a problem with my line in excess of 4 weeks now.
There is a severe "crackle" on the line to the extent I cannot use the phone.
About 3 weeks ago an engineer came out and replaced the socket and said that "might" sort it out but he would get someone to check the cables outside the house. Since then the line has become worse - the worst occasion was when I was ordering some new medication from the chemist and the line went dead. I tried on my mobile and they we engaged for about 1/2 an hour. When I got through to them it transpired that the reason they were engaged was that when the phone cut out at my end it stayed connected to them, blocking their line for 1/2 an hour.
I tried 150 and got through to distant lands and was told that they couldn’t do anything as the fault logging system was down and I would have to call back !!!!! (that really gives me confidence that they will be able to sort my problem when they cant even keep their own systems working).
I tried again 2 days ago (foolishly I have just upgraded to VIP and was trying to sort that out !) - customer support had to call me back on my mobile as the line was so bad they couldn’t hear me. After I sorted out my issue with upgrading to VIP she asked if there was anything else - I told her I needed to be transferred to the support team dealing with landlines. She told me I would have to call on 151 as she wasn’t supposed to transfer me (something to do with the fact that she had called me back and wasn’t supposed to as the team was very busy - nothing like customer services making you feel like other peoples problems are more important than mine! - I pointed out that the reason she had to call me was that the phone line was so poor that she couldn’t hear me so what was the point in telling me to call 151. After a brief pause she said she would transfer me. After about 10 seconds of hold music the line went dead.
So now I am on VIP I have a phone line that I cant use - I have had an engineer out, conversations with CS that establish that the line is unusable - I think you can tell I am feeling a little bit miffed.......
So where do I go from here?
Incidentally at one point I was told I would get compensation on my bill. I pointed out that I would much rather have a phone that worked! And that is still the case. Believe it or not I am actually VERY happy with Virgin (hence the reason I have just upgraded to VIP). All I want is a phone that I can actually use.
Any suggestions...........
There is a severe "crackle" on the line to the extent I cannot use the phone.
About 3 weeks ago an engineer came out and replaced the socket and said that "might" sort it out but he would get someone to check the cables outside the house. Since then the line has become worse - the worst occasion was when I was ordering some new medication from the chemist and the line went dead. I tried on my mobile and they we engaged for about 1/2 an hour. When I got through to them it transpired that the reason they were engaged was that when the phone cut out at my end it stayed connected to them, blocking their line for 1/2 an hour.
I tried 150 and got through to distant lands and was told that they couldn’t do anything as the fault logging system was down and I would have to call back !!!!! (that really gives me confidence that they will be able to sort my problem when they cant even keep their own systems working).
I tried again 2 days ago (foolishly I have just upgraded to VIP and was trying to sort that out !) - customer support had to call me back on my mobile as the line was so bad they couldn’t hear me. After I sorted out my issue with upgrading to VIP she asked if there was anything else - I told her I needed to be transferred to the support team dealing with landlines. She told me I would have to call on 151 as she wasn’t supposed to transfer me (something to do with the fact that she had called me back and wasn’t supposed to as the team was very busy - nothing like customer services making you feel like other peoples problems are more important than mine! - I pointed out that the reason she had to call me was that the phone line was so poor that she couldn’t hear me so what was the point in telling me to call 151. After a brief pause she said she would transfer me. After about 10 seconds of hold music the line went dead.
So now I am on VIP I have a phone line that I cant use - I have had an engineer out, conversations with CS that establish that the line is unusable - I think you can tell I am feeling a little bit miffed.......
So where do I go from here?
Incidentally at one point I was told I would get compensation on my bill. I pointed out that I would much rather have a phone that worked! And that is still the case. Believe it or not I am actually VERY happy with Virgin (hence the reason I have just upgraded to VIP). All I want is a phone that I can actually use.
Any suggestions...........