Forum Discussion

wrwhite's avatar
wrwhite
On our wavelength
23 days ago

New digital "VOIP" service not working

Hi

I noticed about a week ago that our Virgin landline was not working. There was no dial tone and if you try to call the landline you just get a message saying the call cannot be completed. I also tried calling the landline with the phone removed from the wall socket in case the phone was faulty but no difference. I called VM and a very helpful gentleman said it was because my area had been switched over to "digital VOIP". I was a little surprised about this because although I had received emails about the switch over I had not received anything indicating that it was actually happening to my line, but the Virgin rep assured me that this was the reason. Just as well I do not use the phone line for any emergency services!!

After asking a number of questions to verify that I qualified for the switchover the Virgin rep said that he would send out an adapter and when it arrived just plug it in to port 1 (upper port) of the phone socket in the router and then power cycle the router and the phone should switch across.

The adapter arrived yesterday and I followed this procedure but nothing has changed. No dial tone at the phone (I've tried two separate phones) and if you dial the landline number you still get the can't connect message.

Checking the router the status overview indicates that telephony is disabled, so my guess is that VM haven't enabled my router for telephony.

I was wondering if someone from VM could check into this for me.

Thanks

Will

  • wrwhite's avatar
    wrwhite
    On our wavelength

    Just to confirm, a very nice engineer visited this morning and completed the migration which was just a matter of a phone call and a router re-boot. The router status page now shows telephony enabled and the phone works perfectly.

    Thanks again Steven to help get this sorted quickly.

    Will

    • Steven_L's avatar
      Steven_L
      Forum Team

      Glad to hear that it went so well Will. Please do let us know here on the forums if you have any further issues or questions.

      Kind Regards,

      Steven_L

  • Glad that we could get this investigated and an engineer visit booked in to resolve your issues. Please do let us know how the visit goes 👍

    If you have any further issues or questions please get in touch with us here.

    Kind Regards,

    Steven_L

    • wrwhite's avatar
      wrwhite
      On our wavelength

      Steven

      Thanks you have been really helpful. I'll update this thread after the Engineer visit.

      Will

  • Hello wrwhite,

    Welcome back to the Community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having with your landline service. I would be happy to take a further look into this for you but first I would need to confirm a few details via private message, please look out for my message and we can get started.
    Kind Regards,
    Steven_L