Forum Discussion

OverAndOut's avatar
OverAndOut
On our wavelength
3 years ago
Solved

Sky Customers Unable to Call Virgin Media VOIP

Fellow VM customers, Since November friends and family with Sky mobiles (or landlines) have been unable to call my VM VOIP line. (The telephone is connected to our VM hub). Making calls is no probl...
number not exist
sky
sky mobile
Virgin Media
voip
  • OverAndOut's avatar
    OverAndOut
    3 years ago

    Update: I called Sky for the 3rd time today (03.02.2023). Like Sky user Caro77 on the Sky forum here I asked the issue to be escalated. For some reason they asked us to provide examples of numbers that weren't able to get through to the VM landline. I found this baffling and stressed that we couldn't provide an exhaustive list explaining that anyone with a Sky number (landline or mobile) should be able to get through. They resolved the issue within 2 hrs. Friends confirmed they can now get through. Hurrah.

    So, it turns out it's wasn't a problem on the Virgin Media end after all. The "outage" that Virgin Media keep referring to has absolutely nothing to do with it. Had we kept listening to Virgin Media, we'd have been waiting for indefinitely. 

    Virgin Media take note. If customers raise issues, resist the habit of consulting the service status and automatically concluding it's connected to the outage. Try helping customers by doing some investigation first.

Paulina_Z's avatar
Paulina_Z
Forum Team (Retired)
3 years ago

Hi OverAndOut,

Welcome back to our Community Forums. Thank you for your post and I'm very sorry to hear that you're having some issues with your landline connection.

Can you confirm that you have a Virgin Media landline connection set up at your property? Have you taken a look at our Landline Faults page to see if this can help rectify your issue?

I can see that you're chatting to my colleague via Private Message at the moment. Our colleague will be able to look into this further for you and discuss this issue in further detail.

Thank you.

OverAndOut's avatar
OverAndOut
On our wavelength
3 years ago

Paulina,

The Landline faults page is no help for this issue. Your colleague was no help either and we're not chatting. 

O&O

  • Paulina_Z's avatar
    Paulina_Z
    Forum Team (Retired)
    3 years ago

    Hi OverAndOut,

    Thanks for coming back to us. Sorry to hear that the landline help page is not helpful. In order to investigate further, we'll need security on the account to be cleared. 

    Please go back to my colleague so that they can help investigate further for you.

    Thank you. 🙂

    • OverAndOut's avatar
      OverAndOut
      On our wavelength
      3 years ago

      Your colleague expects my 70+yr old mother, who's not au fait with computers, to click her fingers like Mary Poppins and suddenly understand the IT revolution and become a VM forum user. I'm prepared to retry if you are. 

      • Paulina_Z's avatar
        Paulina_Z
        Forum Team (Retired)
        3 years ago

        Hi OverAndOut,

        Unfortunately, we wouldn't be able to share any information until details are confirmed.

        As you're speaking to my colleague via Private Message, please go back to them for further assistance. 

        Thank you.