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IMHO, Based on my experience, Virgin Media are pants
northantsandy
Posts: 187 Forumite
in Phones & TV
My landline stopped working today - when I tried to use it, I had an engaged tone rather than a dial tone.
My father called me and told me when he called my landline number, a woman answered. I called my number and she told me that Virgin had come to fix her a problem with her phone today (Sat) and had told her they had had to give her a new number. MY NUMBER!!!!!!!!!!
I called CServ from a mobile (grrrrrrrrrrrrr) to be told that my line was working so they couldn't help out of hours. I know it's working grrrrrrrrrrrrrr it's been reconnected elsewhere. I can't report the problem til Monday now and no doubt they'll have lost my number permanently
They beggar belief!!!!!!!!
UPDATE
Well more of an after thought...they in breach of contract for this so I can wander back to Sky?
My father called me and told me when he called my landline number, a woman answered. I called my number and she told me that Virgin had come to fix her a problem with her phone today (Sat) and had told her they had had to give her a new number. MY NUMBER!!!!!!!!!!
I called CServ from a mobile (grrrrrrrrrrrrr) to be told that my line was working so they couldn't help out of hours. I know it's working grrrrrrrrrrrrrr it's been reconnected elsewhere. I can't report the problem til Monday now and no doubt they'll have lost my number permanently
They beggar belief!!!!!!!!
UPDATE
Well more of an after thought...they in breach of contract for this so I can wander back to Sky?
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Comments
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Don't understand why you can't report the problem Sunday.
If you have Virgin Media broadband report the fault in their excellent support newsgroups.
virginmedia.support.telephony - This is the phone support group.
Staff are there (UK based) from 08:00 - 22:00 every day.
If you've not used newsgroups before - although they have been around 10 years before www, there is a guide at: https://www.virginmedia.com/newsgroups
In the set-up where it asks for newserver use: text.news.virginmedia.com not what is on the set-up page as the link hasn't been updated yet.
You'll notice in newsgroups replies go underneath the quoted text.It's PAC not PAC Code, it's MAC not MAC Code, it's PIN not PIN Number, it's ATM not ATM Machine, it's LCD not LCD Display, it's DVD not DVD disc... It's no one not noone, It's a lot not alot, It's got not gotten... Panini is the plural of panino - there is no S!!(OK my English isn't great, the sciences, maths & IT are my strong points!)0 -
I have reported via the website and tried to for an hour on the phone (a mobile...they're giving me those charges back!)...
What I was told was that unless I was "classed as disabled or vulnerable" I'd have to wait for an engineer in normal working hours. Next available slot is next weekend.0 -
About a week ago NTL/Virgin cut my phone off. As soon as we realised, I got my daughter to ring them and report it. Believe it or not, they said my number did not exist ~ even though we had be using it for about a year ~ originally ported from BT.
According to customer services, they had rung my old ntl number, and as no-one answered, they cut it off!!!!!!!!!!
Customer services said it would take 4 working days to connect me, the last thing I said to the woman (and I have got here name) was that I wanted my BT number back. Engineer rolls up yesterday "I've just connected your new? phone number, and its ........" no mention of my old BT number. He then spent time ringing somewhere in a foreign call centre and was told that was ok, but it would take 4 working days. Later, got a call from the same guy in foreign call centre,, would I please ring customer services on Monday as he was unable to put my request into action, buy my old BT number was still available, so should be no problem.
Has anyone else had the same problem with a Ported BT Number?0 -
My number is a port BT one so I'm not hopeful.0
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I have just been on to customer services and they said that they will sort it by 18th April. I'm skeptical, so have just fired off a complaint via email.
When I wanted to port the number, I had to pay over £100 to have a bt line installed in my home, a couple of years ago, and had to have a years line rental before I could get rid of it ~ just to port my number. So someone is going to pay!!!!! one way or another.
Luckily the number is still available.
First off they said they couldn't do it, as I didn't have my BT customer account number ~ err you ported my number over a year ago, I havn't a clue what the account number is (luckily I have since found it)
The chap went off ~ probably sat at the end of the phone just waiting ~ I may be wrong.
We shall see. I am not going to let this go.0 -
northantsandy wrote: »I have reported via the website and tried to for an hour on the phone (a mobile...they're giving me those charges back!)...
What I was told was that unless I was "classed as disabled or vulnerable" I'd have to wait for an engineer in normal working hours. Next available slot is next weekend.
Oh well. Sorry to hear that.
Maybe a note for next time, use the support newsgroups, so much easier, quicker and more professional.It's PAC not PAC Code, it's MAC not MAC Code, it's PIN not PIN Number, it's ATM not ATM Machine, it's LCD not LCD Display, it's DVD not DVD disc... It's no one not noone, It's a lot not alot, It's got not gotten... Panini is the plural of panino - there is no S!!(OK my English isn't great, the sciences, maths & IT are my strong points!)0 -
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Oh they are luaghable, Virgin Media. Engineer turned up on Friday, realised it wasn't a crossed line - me losing my number to another customer - as they are 7 miles away.
He made a phonecall, rang a number and my phone rang. He told me all is good and left.
PROBLEM...
They typoed my number. Rather than 01xxx yyyyyy they gave me 01xxx yzyyyyy
Called custimer services, went to the fault department. You need to speek to Customer Services. Spoke to Customer Services...you need to speak to faults.....spoke to faults...you need to speak to customer services.
I finally spoke to someone who said they'd look into it, my name is ABCD, ask for me when you call back? Called back.. Can I speak to ABCD please? No. We cannot do that sir, what is the nature of your problem? You need to report this with faults. I already have. Okay, I will but you through to someone that can help you. Hello this is faults. I have booked a problem can you help me please with a status update. You need to speek to Customer Services. Spoke to Customer Services...you need to speak to faults.....spoke to faults...you need to speak to customer services....
Eventually, even though my mobile bill as a result of all this is £30 above what it should be, even though I had to take a half day unpaid leave worth £150 to wait in for an engineer to rectify their self created problem, I was offered £10 credit to my account and no apology.
It still isn't resolved, but today I had an email from VM saying that now my problem has been solved, could I leave some feedback please.
I have metaphorically given them both barrells.
Still no fix in sight....0 -
northantsandy wrote: »I tried but no avail - mainly cos the Virgin newservers have an intermittent, slow service (on their status website) at the moment and I can get onto them.
Not noticed any issues with text.news.virginmedia.com , best for non-binary access.It's PAC not PAC Code, it's MAC not MAC Code, it's PIN not PIN Number, it's ATM not ATM Machine, it's LCD not LCD Display, it's DVD not DVD disc... It's no one not noone, It's a lot not alot, It's got not gotten... Panini is the plural of panino - there is no S!!(OK my English isn't great, the sciences, maths & IT are my strong points!)0 -
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