Caller out of reach after phone fault
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nnnLORNA Ewan was fuming when her phone provider mistakenly cut off her landline for nearly a month.
The hospital worker, from Perth, was considering moving home so she contacted Virgin Media simply to ask if they supplied phone and broadband services to a house she was thinking of buying.
“For some reason, they assumed that I had already moved out of my current address and the next day they cut off my phone without telling me,” she said.
“At first I thought there was something wrong with my handset so I went out and bought a new one. “Then I found out I had been disconnected by my own supplier. Anyone calling my landline was getting a message telling them my number was no longer available.”
Lorna, 46, said she spent hours phoning Virgin from her mobile to try to get reconnected but her pleas fell on deaf ears.
“I was getting passed around from department to department. It was very frustrating because I have been a customer of theirs for many years. It was also costing me a lot of money to call their premium number from my mobile and it was very inconvenient having no landline for weeks.” Lorna turned to Raw Deal for help and we asked Virgin to look into the matter.
Good news is, within days the company put its hand up to the error and reconnected Lorna’s landline immediately. They also gave her a month’s free service – plus a £5 a month discount for the remainder of her contract.
Virgin said: “The telephone line is now active and the customer is happy with the outcome.” Lorna thanked Raw Deal for stepping in and sorting out the problem.