Phone line totally dead
Just noticed in the last couple of days my phone line is totally dead. If I pick up the phone I can't hear anything except a really really feint static sound. Can't call out, there are no dial tones or anything, no sound. If I phone in from my mobile it just rings and rings and nothing happens on the home phone. Tried to access my sky account from Sky+HD box (which is free but uses the telephone line) and it fails.
Can't call Virgin as the phone is down, what can I do? Ps. have broadband which is working fine. |
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If you call Virginmedia on your mobile they will call you back as it is a phone fault and that is part of the diagnostics that they must follow so call up now or it will never get fixed.
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Or if you know someone with a Virgin phone line phone use theirs
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Doesn't it cost £1.50 a minute to call them from a mobile. I don't want to be on hold for 10+ minutes before I even get to talk to someone...no thanks.
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Black. Are you racist?
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Baa Baa black sheep, am I racist?
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My phone has been dead for nearly a week. Reported fault by email and received confirmation that the "engineers were on the case". Heard no more until I send a request for progress report and received an email saying that they had "checked the line and it was OK but if I was still having trouble I should reply to email giving times when I would be available for service call. did this 24 hours ago.: no response.
In the past when I have had phone trouble, it has gone dead before, NTL has either fixed it externally or arranged a service call quite quickly. Now that Virgin Media provides has taken over it seems to me that their customer service is much worse that NTL's used to be. To be without a phone for a week can be very serious especially if you are old with a medical condition it could be a matter of life or death. Of course i have a Virgin Media mobile so the longer they delay fixing my land line the more £20.00 top-ups I am having to make to my Mobile and since my mobile reports "limited service" half the time trying to use it can involve standing outside the house in my dressing gown Any on else find that Virgin Media is any but a "service" |
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---------- Post added at 11:13 ---------- Previous post was at 11:10 ---------- How would I have saved money by calling the 0845 number? I used the email to report the fault and got a fault report number. Would calling the 0845 number have got a quicker service call than an email fault report? Please read posts properly before making nonsensical replies |
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Of course i have a Virgin Media mobile so the longer they delay fixing my land line the more £20.00 top-ups I am having to make to my Mobile Read your own posts So while your topping up waiting for an email reply, if you called up in the first place a technician could have been deployed an en-route to you today, also you could have claimed your 0845 call costs back from virgin once your phone is re-connected. P.s have you seen the weather lately? Could explain why its taking longer to get a reply as staff cant make it to work or they are re-arranging appointments missed by technicians |
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You can also check the service status by clicking the link in my signature for your area as well. |
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---------- Post added at 12:49 ---------- Previous post was at 12:42 ---------- I always check service status when I have a problem and refrain from reporting a fault is there is a reported problem. There was none reported on we site last week. However I have noticed that there can be no problem reported on web but there is a verbal message on 150 which I use when it is broadband or television at fault. Few people are happy to use their mobiles to call premium rate numbers such as 0845 but it look like what you are saying is that 0845 call are an effective fault reporting action where as filling the fault report on the Virgin Media web site is non-effective. Certainly seems so in my case. ---------- Post added at 12:51 ---------- Previous post was at 12:49 ---------- Quote:
---------- Post added at 12:58 ---------- Previous post was at 12:51 ---------- Why should calling Virgin Media on 0845 result in a engineer visit when using the official web page to report a fault and receiving an email acknowledgement result in no further action. I have noticed the weather, however I have not noticed that the snow has significantly delayed my emails, they still seem just as quick and the snow might have delayed a call from Virgin Media to my mobile number given as contact details in my fault report but by a week! VM service could have used either service to tell me that the weather has rendered VM service impotent and they would get an engineer to me in the Spring. |
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Do you have any neighbours in the houses either side that are also on a Virginmedia phone line and if so is their phone line dead, if their phone is not dead then you need an engineer. |
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I know I need a service engineer. VM knows I need a service engineer because I told them in my fault report and subsequent emails that my phone is still not working. What this forum makes clear is that unless I call an 0845 number I will never get a service engineer and so presumably my telphone will never get used again. The point of my spending my time on these posts is to demonstate the VM service, whatever the view of people running it, is hardly laudable. I shall, of course, when VM customer service eventually email me to admit they have no method of arranging for a service engineer call except for a call centre operative going through a script at the end of an 0845 number, have to make that call either by a mobile or via one of my other VM phone lines. None of this alter the fact that I still have had no effective response to a properly submitted and acknowledged fault report and two subsequent emails |
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Did you miss the bit where I said that the agent has to call you back due to you using a mobile phone. ---------- Post added at 20:29 ---------- Previous post was at 20:27 ---------- Quote:
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I have now come to the conclusion reluctantly that I cannot afford to rely on Virgin Media system so disfunctional that a vital service such as a telphone can be properly reported as not working with not one telphone call or proper email response after 12 days so am making enquiries about going back to Bt. Have already advised VM that they are in breach of contract though I don't think they care. Looks like a default summons lodged at Norwich County Court for damages and compensation is inevitable. Will keep the forum posted as to outcome of this claim. |
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I can't beleive that you are willing to take all the time, hassle and cost of going through the paperwork for court - which seems to be an indication of our societies headlong rush to litigation when that should be an absolute last resort - and yet you are unwilling to make the effort to pick up a phone, even if that might incur you in a small charge, that once the fault is resolved could well be recredited to you.
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Any email they replied to would have advised you to call in regarding the fault. |
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Yes I am serious about County Court Action. I have learnt the hard way the firms will take your money and make promises but kick you in the teeth when it suits them and will take customers to Court at the drop a hat. Well, now so do I and my emails are plenty of evidence and I have not lost a default summons yet. I do not expect this to be the first. |
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I have told on numerous occasions during this thread to call in as it gets quicker results. |
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http://community.virginmedia.com/ VM will have checked you 'phone line at the switch (exchange) when you contacted them. There wasn't a fault there, so they have asked to to contact Faults on 0845 454 1111 from a non VM line, or 151 if you can get to another VM line. Further checks can then be done. VM can't just send a tech out on a whim. all remote test must be done first. The court route is just plain stupid. :dunce: |
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Have you tried changing the phone to make sure that's not at fault?? |
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Go on make a judgement and see if you get it right! Dear Luke (Luke Smith Econtact Support Team Virgin Media KANA EMAIL REF:30127342 I copy below the email I sent to Virgin Media on 3rd December which in reply to your first contact with me in any form since I first report the fault on 27th November and followed it up with a request for response on 29th November. I must point out that my loss of dial tone has been ignored by Virgin Media for 13 days: that all the points about testing with other phones are gone through on your web site before the on-line fault form can be filled in and that contact details inclusdng mobile phone numbers are part of that form. Also as you can see from the cut and paste I repeated that I had covered all the points raised by Jeanette Rittenberg on 3rd. No one has been in touch to arrange a service visit. In view of this I once again request you arrange a service visit as a matter of urgency to avoid an even larger claim for loss and compensation than the one which is now inevitable. To cover the points again which you clearly are not prepared to accept as being honest. 1) There is no dial tone. 2) 4 telephones were tried in my single socket which comes straight in from outside before reporting the fault on 27th November 3) I went out yesterday and purchased a brand new telephone from Maplin to test in socket. Still no dialtone. 4) I will send this telephone to you for testing if it will stop you calling me a liar . 5) I can make myself available any morning for a visit from a service engineer the fault will not be found within my premises. I can be contact at anytime on xxxxxxxxxxxx@ntlworld.com, xxxxxxxx@ntlworld.com. xxxxxxxxxxxxx@gmail.com. [mod edit - personal details removed] xxxxxxxxxxxx (vodafone) xxxxxxxxxxxx (3 network) xxxxxxxxxxx (Virgin) ----- Original Message ----- From: xxxxxxxxxx@ntlworld.com To: Virgin Media Web Team Sent: Wednesday, December 01, 2010 9:51 AM Subject: Re: Virgin Media Helpsite Webform - Fault Form (KMM56512433I15977L0KM) Dear Jeanette Thank you for your email. All the points raised were checked before reporting the original loss of dial tone to you last week. I am dismayed that, having promised to get back to me in your email of 27th, you have clearly decided that I am lying and that you can safely ignore my fault report. good service this not : meanwhile I am spending a small fortune making calls on my mobiles. I am at home for a service call between 8 and 12 every day and all day at weekends ----- Original Message ----- From: Virgin Media Web Team To: xxxxxxxxxxxxx@ntlworld.com Sent: Wednesday, December 01, 2010 9:22 AM Subject: Re: Virgin Media Helpsite Webform - Fault Form (KMM56512433I15977L0KM) Hi KANA EMAIL REF: 29790334 Thanks for getting in touch with the Virgin Media Support team. I have run some checks and cannot find any issues with your phone line. If you are still having issues with your phone line can you please do the following checks and reply back to this email thank you. · Do you have a spare phone in the house? If you do, does that phone work when it's plugged in? If this works the issue could be with the original phone. · Please can you check that all handsets you may have are put down correctly in the cradle and not "off the hook" as this may result in the no dial tone. · Are you using a Cordless Analogue or Digital (DECT) phones? If so please check that the phone lead is secure at both the base and socket and that they have power going to them from the mains as if not this may result in no dial tone. Depending on what's happening, we may need to arrange for a member of our team to visit you at home. So when you reply, please could you also include details of dates and times you'd be available for us to call. Our technicians usually visit between the following timeslots - 8am to 12pm, 12pm to 4pm, and 4pm to 7pm. If there's anything else we can help with, please let us know. Kind regards, Jeanette Rittenberg Econtact Support Team Virgin Media KANA EMAIL REF:29790334 For help and support with Virgin Media services you should find the following link useful: http://www.virginmedia.com/help/ Can we also recommend checking our service status page http://status.virginmedia.com alternatively call our free phone service status line for information on service affecting issues. The free phone service status line number is 0800 561 0061 ----- Original Message ----- From: "Virgin Media Web Team" <webteam@virginmedia.co.uk> To: @ntlworld.com> Sent: Thursday, December 09, 2010 3:51 PM Subject: Re: Virgin Media Helpsite Webform - Fault Form (KMM57067539I15977L0KM) Hi KANA EMAIL REF: 30127342 Thanks for getting in touch with the Virgin Media Support team. We're sorry to hear you're having some trouble right now. We've taken a look at the network in your area, and we haven't had any specific problems reported. So to help us get to the bottom of the problem you're having, we'd be grateful if you could reply to this email with answers to the following questions: Do you hear a dial tone when you pick up the phone? Do you have a spare phone in the house? If you do, does that phone work when it's plugged in? If this works the issue could be with the original phone. Please can you check that all handsets you may have are put down correctly in the cradle and not "off the hook" as this may result in the no dial tone. Is your phone plugged into an extension line? If it is, does it work when it's plugged into the main phone socket? If so the extension maybe causing the issue and you may need to replace it. Are you using a Cordless Analogue or Digital (DECT) phones? If so please check that the phone lead is secure at both the base and socket and that they have power going to them from the mains as if not this may result in no dial tone. Please can you make sure the phone is in the cable socket and not any BT master sockets that are in the home? Your Virgin Media phone will only work in the cable socket. Have you noticed any damage to the wiring around your phone socket? For example, is it cut or frayed in any way? Damage to these cables maybe causing this issue and we will need to arrange a visit. Depending on what's happening, we may need to arrange for a member of our team to visit you at home. So when you reply, please could you also include details of dates and times you'd be available for us to call. Our technicians usually visit between the following timeslots - 8am to 12pm, 12pm to 4pm, and 4pm to 7pm. Please could you also give your mobile number in case we need to contact you on the day? It is possible you may be charged a £10 no access fee if no one is at the property at the agreed timeslot. We would kindly ask you to let us know if you are not able to be in at the arranged time and we will happily rearrange the visit. Simply reply to this email with your answers to these questions. As soon as we receive them, our team will get on the case and get in touch to let you know what we'll need to do next. We look forward to hearing from you. If there's anything else we can help with, please let us know. |
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I will not hold my breath and nor would I recommend you to hold yours either with regards your County Court attempt. This issue would likely have been resolved weeks ago if you had rang up the faults team from any phone line and if you had used a Mobile they would have called you straight back as per policy, as it states as well if it turns out to be your equipment a charge will be made. I have asked for the removal of your contact details by the moderating team which you left in your copied and pasted email. |
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I don't understand how you can come here and post yet another rant if you've not made the call to them? Everybody knows the main primary support network is done via phone. PS - I think the crystal ball at VM is broken at the moment as well. :rolleyes: |
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It makes me wonder if the complaint is genuine :confused:
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You've been advised multiple times now to call in. It's not busy on a Sunday evening, so call now on 0845 454 1111 from your mobile, they will call you back straight away and book a tech. Job done. Stop being silly and sort it out. Why give yourself stress? ;) |
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The Emails provided are evidence enough in Virginmedia's favour for any County Court action to fail and they have not posted every email by the look of it either but all the correspondence will be available to Virginmedia as all ongoing issues are kept on file in KANA. |
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