Since my landline switched over and now plugs into my router, those calling me have mentioned that the ringtone now sounds like an international call with a long ring rather than the traditional British ‘ring ring’. Has anyone else experience this and how can it be changed back? When making external calls from landline, I hear the traditional ring ring, so would not have known anything was different.
thanks
Further to my post last week, I received a call from Virgin today to arrange a visit from an engineer to fix my international dialing tone problem. This leaves me puzzled as this is surely a network problem and not sure what the visit will achieve.
Forum TeamHey jimgironde, thank you for reaching out and thank you for letting us know this.
With the international dialling tone the bottom line is depending who is calling who, it is possible to get different ringback tones and the only call case that we can 100% control them is on 21CV is a 21CV to 21CV call.
Please do let us know how the tech visit goes. Cheers
Matt
what I dont understand is that things are not "consistently wrong". I ring my landline every day from my O2 mobile (ex Virgin), one day I get the UK ringtone and the next day the International tone. Or I can ring twice within minutes and get the different tones. So it is not dependent upon the "type of phone ringing the type of phone"?
jimgironde The engineer visit will be a total waste of your time as I had this happen a couple of months ago & they simply changed my Hub5 & nothing changed!
Even the engineer said it was a waste of his time as we both knew nothing would change.
It's a network level issue & certainly not anything that can be fixed at any property.
Reporting back on the engineer's visit yesterday and my expectations were 100% met. That is, I wasn't expecting a positive outcome and didnt get one! Reinstalled the hub and the issue remains.
Not sure why level 2 support insisted on sending an engineer, it was not my request?
Following the debate above on 21CV doesn't appear to tie up with my experience. If I ring my landline from my O2 mobile, it can either prompt a UK ring tone or an International one. The explanation above suggests that is not possible and that it should either be one or the other and not both. Am I missing something here?
Forum TeamHello jimgironde.
Thanks for your reply.
I have just asked the question above and will get back once I have some information.
Gareth_L
Forum TeamHello jimgironde.
Thanks for your patience.
I may have got a little confused with my last reply.
If a call is from another 21Cv laine then we are able to control the dial tone.
If a call is from any other supplier/network, then it is completely random whether the dial tone will be normal or international.
Gareth_L
But this has all only started from the moment the landline was connected to the router, so what else has changed anywhere on the entire phone network?
Yes, and also why would it disrupt caller display info?
I don't think this will ever get resolved until every VM landline is VoIP. I know Gareth is trying to help but I don't think those tech engineers above him trying to advise him are totally able to find fix and remedy, once our lines are on the world wide internet network then anything can happen, I really wish I was back on old copper network, never had issues, . An apology from head of communications from VM saying similar to : "The mammoth task of turning off old style copper network to enable switching to internet calls will unfortunately cause problems to arise in certain areas of UK intermittently, we at VM are aware of these teething problems and we can only apologise and ask for patience as we are determined to fault find and remedy as and when issues are found, we have set up a dedicated forum page and website to report any issues our loyal customers may encounter, please bear in mind the main issues at present are : Callers hearing an international dial tone when calling a VM landline plugged into the router, also caller display information may not show correct details upon receiving a call, please report any other issues that may arise on the link provided. Once again I apologise for the landline problems our customers are experiencing nationwide and I assure you we are doing everything ASAP to fix these issues and updates will be produced on a weekly basis on the forum page and dedicated website"...
Believe me honesty like this would give us a better understanding of the problems we are experiencing since VoIP switchover, and tell tech to STOP sending engineers out to simply replace the hub, clutching at straws! Which solves absolutely nothing.
Gareth please forward this recommendation onto the very top at VM.
Regards.
Forum TeamHello charliebrown44.
Thanks for your response.
We will make sure this gets passed onto our Product Team.
Going forward, regarding a fix for both Caller ID and the International ringtone. There may be a chance of getting this fixed, however there are limitations due to the new technology we have moved to.
Gareth_L
I have had the same issue for about 8 weeks now!! Everybody who calls our Virgin landline informs us we have an international type ringtone. At first re-booting the router/modem fixed this issue now in the past week it does not..
Worse than that our caller display does not work half the time, some numbers show up especially if they are in the phones memory, we were moved to VOIP because this stopped working on the old copper landline due to low voltage...
Worse than that our BT call blocker phones stopped working properly once we went onto VOIP and we had to turn the feature off.
I have re-booted Hub v3 so many times I've lost count, I have performed a factory reset a number of times non of which has worked. I have switched it to modem mode and connected to a superior Wi-Fi router all to no avail.....
Come on Virgin we are all paying you lots of money every month for second rate service.
I am considering cancelling the landline off my contract at next the renewal and going mobile only!
Hi Bob-H,
A warm welcome and thanks for posting on our community forums. We're sorry your experiencing issue with your ringtone from people who are calling your landline.
it is possible to get different tone and the only call case that we can 100% control on 21CV is a 21CV to 21CV call. In the cases where it’s offnet to our 21CV network it’s the calling network that can select the tone (local or international).
The ringing tone received on your handset when a call is incoming can be dependent on who is calling, and the backend Landline network they use - for example, a caller on the legacy copper lines may ring differently to somebody who is on a Fibre Phone service. It is possible to get different tone on some calls and the only calls that we can fully control them on is on a Fibre Phone to Fibre Phone call.
Kind regards Jodi.
Hi Jodi
i have also been suffering from the constant international dial tone when anyone rings my landline.
i have actually had callers who drop the call as they think they are ringing abroad which is super inconvenient.
I’m finding this issue very inconvenient as are many other members on here. I would like to understand what VM are doing to resolve this please? No other landline providers that I know of suffer from this issue.
thanks
Just wanted to add myself to the list of those who are getting the wrong ringtone. Tried 2 phones and both physically generate a ring-ring sound but the caller hears one long ring followed by a pause. I also tested without a phone plugged in and first time got a familiar ring-ring, but second time got the long ring followed by pause - very odd. The phone works fine (including caller display) but it does make you think you've misdialled and therefore needs a fix. Please keep us updated.
Forum TeamHi Bee1000,
Thank you for reaching out to us in our community and welcome back, please see Jodi's reply above which is the same issues as yours.
Regards
Paul.
Haha I've just been told I have the International tone too.
I was wondering why some people mentioned it sounded like I was overseas. I just laughed it off at the time without taking it seriously, but now I realise they were talking about the dialtone.
Calling from EE I have the international dialtone. Calling from Three the dialtone is fine. Very irregular. I'd say we need some regulating.
Hope my boss doesn't hear this dialtone. He'll think I'm working from home from another country. 😄
Now since forum Team has said its not in VM's control... In my opinion it would be great if VM could create a sticky thread advising people to inform Ofcom about this issue?
Since its not in VM's control, we need to go to someone who does have the authority to contact relevant companies and "regulate" them into to using regular industry standard dialtones.
Also... just in case anyone is unaware.... there are expert VoIP scholars out there who know how to fix this problem within 5 minutes. Most likely some variables set incorrectly in config files... 20-30 second job tops. You could re-write the entire VoIP protocol in the time it's taken for VM to do nothing. 😉
Forum TeamHi asim18
Thanks for posting and welcome back to the community.
It is possible to get different tone and the only call case that we can 100% control on 21CV is a 21CV to 21CV call. In the cases where it’s offnet to our 21CV network it’s the calling network that can select the tone (local or international).
The ringing tone received on your handset when a call is incoming can be dependent on who is calling, and the backend Landline network they use - for example, a caller on the legacy copper lines may ring differently to somebody who is on a Fibre Phone service. It is possible to get different tone on some calls and the only calls that we can fully control them on is on a Fibre Phone to Fibre Phone call.
If it's EE's fault, would you mind contacting EE on behalf of all your customers then????
Thanks for copying and pasting Jodi_S's post from 23-11-2023.... My post hasn't been answered though.
Jodi_S's reply is a deadlock. It doesnt make any suggestions for what can be done to fix our dialtones. It is literally a deadlock response.
If I was in charge of VM customer services my response would be something like this:
"Dear Customers,
Sorry about your dialtone. We are taking charge of the situation and we are liasing with the backend technicians from other networks to solve this issue once and for all.
Rest assured we will do everything possible to fix your dialtone"
VM's official responses are just an absolute joke. Its basically, "Not in our control, BYE". Absolute deadlock, no wonder VM has won awards for most complaints ever.
Once again... if it's EE's fault, would you mind contacting EE on behalf of all your customers then????
To all on this chat group, it seems that this issue has finally been resolved. I had all but given up checking but accidents calked home landline instead of my wife’s mobile number and the more familiar ‘Ring’ ‘Ring’ dial tone has returned!
Let's hope so, a heads up from VM on here would have been helpful, watch this space!
As a new customer, is this issue resolved now, last couple of posts sound promising?
I'm pleased to confirm what @PaulSmith1 has recently said about the horrible USA ring sound we have been living with for the past year or so has reverted to the correct UK ring ring sound.
I tested this yesterday from different phones to my Virgin line, also testing the call waiting, which also had the USA ring sound & its now all UK ring ring sound, which hopefully ends this query!
I'd love to know what the issue actually was at some high level technical ?
hotlips69 wrote:I'm pleased to confirm what @PaulSmith1 has recently said about the horrible USA ring sound we have been living with for the past year or so has reverted to the correct UK ring ring sound.
I tested this yesterday from different phones to my Virgin line, also testing the call waiting, which also had the USA ring sound & its now all UK ring ring sound, which hopefully ends this query!
I'd love to know what the issue actually was at some high level technical ?
Some technician not setting UK as the country calling standards on their SIP setup and then blaming everyone else until they worked it out 🙂
