Virgin Media

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Marc's complaint against Virgin Media

Marc van Leusen

13/10/2017

Landline failure

Complaint against Virgin Media

My landline got disconnected when virgin media engineers connected my neighbour to their network. We share a house mounted connection box from where the cables run into either property. When the installation happened I remarked to the engineers that my broadband connection was lost which got repaired by the end of the day. I however failed to check my phone connection that day and only reported this a little later once the engineers had already left. I since has a engineer visiting to repair the landline (after a 2.5 week wait) and he reported to me that a new cable needs to be laid for which a new appointment would be made. Yesterday, 3 weeks since the line failure, I was told that this line repair will take 8 weeks due to obstructions in the road. So virgin used the available line to connect my neighbour, a new customer. Disconnected me and force me to wait nearly 3 months to be re-connected. When trying to call to complain, all that was offered is an apology and a statement that my line rental will be refunded for the period my phone was not usable. When suggesting they offer help in the way of installing a IP phone for the duration, this was dismissed as not being an option available to virgin. Next to being very angry I'm also totally dumbfounded by the incompetence in dealing with this efficiently of the technical division responsible for this issue.

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