Virgin Landline - Can't make outgoing calls

Yes, we have a dial tone and can receive calls but can't make any outgoing calls.  When we dial any number, we are just put through to the Virgin Media helpline.  Just managed to actually get through and speak to someone, and have been advised that Virgin are responsible for this, as they are going to put our phone through our router rather than through a separate phone socket which is how it's currently set up. Absolutely no advance warning that they would be cutting off our phone service and that they planned to put our phone through the router. Not sure I'm very happy, as if my internet goes down for any reason, I won't be able to use my phone at all. Now been told I've got to wait for an engineer to get in touch to come and 'upgrade' my router and transfer my phone. Also been told that not all phones will work through a router, and that it's my responsibility to check that mine will.  Can't say I'm very pleased about any of this, as everything was working well with no problems.

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Blamb wrote:

I to have the same problem. Had no idea this was a problem until I went to use my landline today was not informed of this at all. Phoned virgin media today wasn’t understanding what I was being told something about a block being put on my phone,first I was told I needed an engineer to come out to switch me over and he would book one, then was told he couldn’t do it from his end and the block would be taken off and I would be able to use my phone within the next four hours. Still cannot make phone calls it just puts me straight through to virgin media helpline, which was no help whatsoever

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As I understand it, this ‘block’ is when VM have sent an email to you requesting that you get in touch regarding an engineer visit to sort out the conversion and you haven’t answered to arrange same. Of course this being VM there is a good chance that no such email or message was ever sent, but whatever!

Any outgoing calls are deliberately redirected in a hope that it will prompt you into getting in touch with them.

The offshore VM helpline being ‘no help whatsoever’, why I couldn’t possibly comment…..😉

Hi Blamb,

Thanks for your post, and a warm welcome to our Forums.

Sorry to hear you're also having issues with this. So I can assist you further and get a Technician booked in, I'm going to pop you a private message. Please look out for it in the purple envelope in the top-right of the forums.

Cheers,

Hi Blamb, 

Thanks for coming back to us about this situation with your landline switchover, I am sorry this has caused knock-on affects further down the line. 

As you're really unhappy I'm going to send you a PM now so we can create a complaint case and have a chat about how we can resolve this together. 

Speak to you soon!

Thanks,

Megan_L

Hi Blamb, 

Thanks for chatting with me in our PM, I am glad we managed to come to an agreement with your complaint and resolve it for you 🙂

If you need any further assistance, please let us know!

Thanks,

Megan_L

Hi Patzie 👋.

Thanks for reaching to out to us.

Apologies for the delay in replying, are you still currently having this issue?

Please get back in touch.

Sabrina

Thanks for confirming the requested details via PM patzie 
I've booked a technician for you to come out and have a look into the issue with your landline. You can find confirmation of the visit via your 👉 online account.

Please let me know if there are any problems with the date or time and I can look to reschedule this for you. In regards to the appointment there are some details you need to know about. 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 also 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 visit goes!

router

Hi HSV, 

We are sorry you're unhappy with the timescales between our messages, I can see Ashleigh is dealing with this issue for you in a Private Message, they will get back to you as soon as they are back on shift. We apologise for any frustration this issue is causing you at the moment. 

Thanks,

Megan_L

Hi, Yawgmoth.
Thanks for taking the time to join our help forums and for your first post here, a warm welcome to the VM community. 🙂

We're sorry to see you'e having issues with your landline calls at the minute, we'd love to do our best and help out.

From what you've advised we must have switched your area's lines to our fibre optics network, please have a read for more details on this process here.

In regard to the hub you're using (Super Hub 2AC) this is unfortunately not compatible with this service however I'd be happy to look into this and see into arranging a new hub to be fitted so you can make use of the line again.

To do this I'll send you a PM here soon, check the top right-hand side of our page to find a little white envelope.
Click on this and you'll see my message.