Phone line totally dead

[Arborlinden]

Originally Posted by Masque

We have a diagnostics flow which tells us to ask if you are on a mobile and to ring you back if so, many people ring from a neighbours phone as well.

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.

I do not have any neigbours with VM phones but I have two other working VM phones but not near enough to be used as a diagnostic tool except for area outages.

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

[arcimedes]

Originally Posted by Arborlinden

I do not have any neigbours with VM phones but I have two other working VM phones but not near enough to be used as a diagnostic tool except for area outages.

Could you use one of these phones to call VM. When our phone went dead I used my daughter's phone to report the fault and that was 1/4 mile away.

[Peter_]

Originally Posted by Arborlinden

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

Actually the is not a script but a diagnostic flow where they ask certain questions which with the online tools quickly ascertain the issue.

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 ----------

Originally Posted by arcimedes

Could you use one of these phones to call VM. When our phone went dead I used my daughter's phone to report the fault and that was 1/4 mile away.

You can use any phone to report such a fault, I have had relatives call from a different city before now, but if the advice given is ignored the is no way to go forward.

[Arborlinden]

Originally Posted by Masque

Actually the is not a script but a diagnostic flow where they ask certain questions which with the online tools quickly ascertain the issue.

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 ----------


You can use any phone to report such a fault, I have had relatives call from a different city before now, but if the advice given is ignored the is no way to go forward.

I think you are right about no way to go forward without a telphone call. It is now 12 days without dial tone and I did get an email from Virgin Media Services 8 days ago telling me that I was lying and that there was nothing wrong with my phone but to be sure to reply to the email "if there was anything else they could help me with" I replied of course for all the good it did me.

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.

[MovedGoalPosts]

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.

[Peter_]

Originally Posted by Arborlinden

I think you are right about no way to go forward without a telphone call. It is now 12 days without dial tone and I did get an email from Virgin Media Services 8 days ago telling me that I was lying and that there was nothing wrong with my phone but to be sure to reply to the email "if there was anything else they could help me with" I replied of course for all the good it did me.

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.

As you have not rang up with a fault or followed the advice given with regards to your supposed fault I rather doubt that you will get very far with any litigation as the company does require you to contact them and sitting back and expecting them to realise the is a fault is farcical to say the least.

Any email they replied to would have advised you to call in regarding the fault.

[Arborlinden]

Originally Posted by Masque

As you have not rang up with a fault or followed the advice given with regards to your supposed fault I rather doubt that you will get very far with any litigation as the company does require you to contact them and sitting back and expecting them to realise the is a fault is farcical to say the least.

Any email they replied to would have advised you to call in regarding the fault.

I have contacted them twice by official web site report form and received official referenced acknowlegements on both occassions. This is resulted in one reply email (note no communication to the mobile phone number quoted in both fault reports)which told me that was phone was perfectly OK ( I am a liar) but to reply if I still was not happy. A reply to this and further emails requested information as to when I was going to get a service visit has resulted in silence.

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.

[Peter_]

Originally Posted by Arborlinden

I have contacted them twice by official web site report form and received official referenced acknowlegements on both occassions. This is resulted in one reply email (note no communication to the mobile phone number quoted in both fault reports)which told me that was phone was perfectly OK ( I am a liar) but to reply if I still was not happy. A reply to this and further emails requested information as to when I was going to get a service visit has resulted in silence.

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.

We have a line checker which tells if the is an issue and they will have gone from that test result, if you had rung in they would have called you back and probably booked an engineer to check the line locally and if the was a fault fix it.

I have told on numerous occasions during this thread to call in as it gets quicker results.

[Digital Fanatic]

Originally Posted by Arborlinden

I have contacted them twice by official web site report form and received official referenced acknowlegements on both occassions. This is resulted in one reply email (note no communication to the mobile phone number quoted in both fault reports)which told me that was phone was perfectly OK ( I am a liar) but to reply if I still was not happy. A reply to this and further emails requested information as to when I was going to get a service visit has resulted in silence.

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.

You need to speak to VM or you could report via the Official VM forum? manned from 8am till 10pm daily.

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.

[Peter_]

Originally Posted by Digital Fanatic

You need to speak to VM or you could report via the Official VM forum? manned from 8am till 10pm daily.

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.

The court route will fail as any email will likely have asked you to call into the centre as you have already been advised on numerous occasions, so failure to make contact as requested results in County Court Judgement in the companies favour, use a phone and get it sorted now!!!

Originally Posted by Arborlinden

... I have not lost a default summons yet. I do not expect this to be the first.

We do.

Have you tried changing the phone to make sure that's not at fault??

[Arborlinden]

Originally Posted by LSainsbury

We do.

Have you tried changing the phone to make sure that's not at fault??

16 days since phone went dead. Still no contact from Virgin Media about a service call. Might be of interest to other VM customers to read some of the emails (if this page will allow enough space) then they can put themselves in the position with some of the evidence that will be considered by the Court.
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.

[Peter_]

Originally Posted by Arborlinden

16 days since phone went dead. Still no contact from Virgin Media about a service call. Might be of interest to other VM customers to read some of the emails (if this page will allow enough space) then they can put themselves in the position with some of the evidence that will be considered by the Court.
Go on make a judgement and see if you get it right!

I have advised you since your first post to call in and I see that they are offering you timeslots for an engineer so do reply.

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.

Originally Posted by Masque

I have advised you since your first post to call in and I see that they are offering you timeslots for an engineer so do reply.

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.

Why won't you ring them? It's beyond me how you expect them to resolve the issue. The reason they've not been in contact is becuase they think the original issue has been resolved. Unless you phone them you'll be waiting for a millenia.

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.

[arcimedes]

It makes me wonder if the complaint is genuine