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GLP008's avatar
GLP008
On our wavelength
20 days ago

VM Home Phone - Call Routing Issue

Hi

Back in January'25 I reported a problem I had been experiencing for several months with my landline phone service - I was able to receive calls but was only able to make calls to certain numbers. All calls I tried to make to mobiles & to landlines in a wide range of UK regions resulted in the message "Sorry this number is temporarily unavailable". 
I spoke to VM tech support who kept telling me there was no problem with my line. Eventually they arranged for a VM Engineer to some to the house - he told me there is no problem with my router or phone quipment but there is a problem with the backoffice "Call Routing" for my phone. He said he recently came across the same issue with another customer & that he would be scalating the issue to VM's "Call Routing Team" & someone would call me to confirm when the issue had been resolved. Two weeks later I received a call back from support who said they had been asked to follow up with me & the first thing they needed to do was check my line. I told them this had already been done & that the VM Engineer had identified the problem as a "Call Routing" issue & that it had been raised with the VM "Call routing Team". The support agent told me he had no idea who that team are or how to contact them & that the issue had been sent to him to investigate. 

On 15Feb25 I received an email from VM Faults apologising for the problem & offering £9.76 credit per day until the issue is resolved. Since then I have made several attempts to call VM Support & have waited in a queue & each time the call has been cut off before I was put through to anyone.

I then tried raising 3 times to raise a complaint via your online complaint form & keep getting a screen saying "Oops Sorry there is a problem our end - please try again".

I am exhausted - I still have a phone I cannot use to make calls & cannot reach ANYONE via phone, email or online form who can understand the issue or investogate it properly.

Please can someone at Virgin tell me HOW I get to speak to someone who can take ownership for resolving this fault? 

5 Replies

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  • Daniel_Et's avatar
    Daniel_Et
    Icon for Forum Team rankForum Team
    20 days ago

    Hi GLP008, thank you for your post.

    We're sorry to hear about the ongoing problem you've been having with your landline service and that you feel this way 😔

    If your phone is connected to your Hub, can you please try rebooting your Hub in line with the advice provided here?

    In the event that you've done that and it hasn't made any difference, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

    Regards,
    Daniel

    • GLP008's avatar
      GLP008
      On our wavelength
      20 days ago

      Hi Daniel

      If you have read my note you will see that your own Engineer has thorughly checked my router & that is NOT the issue. It is a VM back office system Call Routing software issue. This is getting even more frustrating ... did you not read my original note before you replied?

      • Daniel_Et's avatar
        Daniel_Et
        Icon for Forum Team rankForum Team
        20 days ago

        Hi GLP008,

        I can assure you that I did read your post and having started going through diagnostics on the issue described, it was suggested that a reboot is tried.

        I've sent a private message to you in the event that the suggestion doesn't have the desired effect.

        Please respond to the message at your earliest convenience and we can take things from there.

        Regards,
        Daniel

  • GLP008's avatar
    GLP008
    On our wavelength
    20 days ago

    Thanks Daniel

    It's just so frustating being asked the same questions over & over about my equipment when a VM engineer has already identified my equipment is working fine & the route cause is a call routing problem. It seems noone is either willing, or able, to resolve a long standing 'Call Routing' issue.

    However, I have replied to your email with answers to your questions.

    Thanks for following up. KR, Grant 

     

  • GLP008's avatar
    GLP008
    On our wavelength
    20 days ago

    (FYI - I have lostcount of how many times my router has been re-booted to try & resove the issue ...)