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Phone line totally dead
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Old 12-12-2010, 14:41   #31
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Re: Phone line totally dead

Quote:
Originally Posted by LSainsbury View Post
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.
I think you may have misquoted the wrong post Lee.

---------- Post added at 13:41 ---------- Previous post was at 13:40 ----------

Quote:
Originally Posted by arcimedes View Post
It makes me wonder if the complaint is genuine
It probably is genuine but expects Virginmedia to know about without anyone calling in.
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Old 12-12-2010, 18:56   #32
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Re: Phone line totally dead

Quote:
Originally Posted by Arborlinden View Post
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.
Can't see where VM are calling you a liar? The tests that are run are from the exchange to the DP, so must be a fault in the DP or in your home.

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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Old 12-12-2010, 19:53   #33
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Re: Phone line totally dead

Quote:
Originally Posted by Digital Fanatic View Post
Can't see where VM are calling you a liar? The tests that are run are from the exchange to the DP, so must be a fault in the DP or in your home.

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?
I have been advising the OP about this since the first post on the 19/11 to no avail, they seem to think that Virginmedia know instantly about every fault on the network.

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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