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.

OverAndOut's avatar
OverAndOut
On our wavelength
3 years ago
Thank you @nodrogd for this insight. Would this explain why it's only Sky numbers that are not getting through?

After 4 resolutions attempts and nothing, it's clear that VM need help resolving the issue. How does one suggest these possibilities to those managing those areas of VM's network? VM Tech support simply run through a series of remote (automated) tests and refer to the outage in the area (even though the outage may not be the cause). Then they point to yet another resolution date. That's where the sorry exchange ends.
nodrogd's avatar
nodrogd
Very Insightful Person
3 years ago

It could be an issue at the BT exchange end, where the calls are routed to Virgin. Sky subcontract to Openreach on the maintenance side, so it may be their issue.