Forum Discussion

SWoods1's avatar
SWoods1
Joining in
2 years ago

No Incoming Calls

In the last few weeks we have started on the fibre optic broadband phone line. The phone has worked well for both incoming and outgoing calls. We bought a new Panasonic KX-TGJ3204E phone – an update ...
Qosmio's avatar
Qosmio
On our wavelength
2 years ago

Hello,

Have the same issue. We also have a Panasonic home phone.

Issue started yesterday (29/11/23). Can make outgoing calls but can't receive incoming calls. Goes straight to virgin media voice mail.

I have made sure voice mail on my home phone is turned off. Checked the connection / cables. Rebooted hub 5. With no luck.

Current setup:

home phone model: KX-TGC420E

Home phone connected to hub 5.

Virgin media hub 5 in router mode

Hub 5 firmware: LG-RDK_6.9.35-2302.6

Seems like the issue is on virgin medias side not the home phone.

Hopefully virgin media can resolve this issue quickly.

  • Kath_P's avatar
    Kath_P
    Forum Team
    2 years ago

    Hi Qosmio, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    We're sorry to hear you've been having an issue with receiving incoming calls. Taking a look at things this end, it's not something that can be fixed remotely so we'll need to arrange an engineer visit to resolve. 

    I just need to confirm the address to ensure we are booking the visit on the correct account. I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

    Thanks,

  • Kath_P's avatar
    Kath_P
    Forum Team
    2 years ago

    Hi Qosimo, 

    Thanks for coming back to via private message to confirm your information. 🤩

    I have booked you in for the next available appointment. To view this please sign in to My Virgin Media here 👉 My VM. Once you log in scroll down to Orders & appointments then click on View your orders. Please note it can take up to 24 hours to show but you should also receive a text message with the details. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit, please do let us know and we’ll pop you a message to pass data protection and confirm the appointment details.

    Just to confirm, there will be no charge for this visit unless:

    • ➡ The technician diagnoses the faults as not being caused by our network/equipment 
    • ➡ The technician discovers that the fault or problem relates to your equipment
    • ➡ The technician discovers that the fault or problem relates to any system that we are not responsible for
    • ➡ The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.

    Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment. If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.

    Let us know how the appointment goes. 😊

    Take care.