Has anyone else had issues with their VM landline not ringing nor showing on some mobiles, yet the landline has a ringing tone from mobile? I tried my work mobile on O2 and it worked, then I tried my personal mobile on ID and it didn't work. Yet my wife's and daughter's ID mobiles worked okay and my son's Vodafone mobile didn't work.

I’m seeing this issue too. If I try to call my Wife’s 3-Mobile from the virgin media home phone linked to the router I hear a ringtone in the handset but my Wife’s phone doesn’t ring - or show any sign of ringing. After 30 seconds or so it goes to her answer service/voicemail and I can leave her a message, which she gets. No problems ringing her from any other phone, including my mobile, just can’t get her mobile to ring from virgin home phone. Checked her iPhone and no calls are blocked and everything else looks fine. So can’t figure it out. I called Virgin and they said it’s a known issue and that the issue is on the 3 network side. I’m still trying to get it sorted.

VM landline not ringing nor showing on some mobiles, yet landline has ringing tone from mobile.

Client62
Alessandro Volta
6 months ago
By chance does you land line phone have call screening
and the numbers that don't ring are been intentionally screened out.
- NickR50
  Joining in
  6 months ago
  No quite a basic landline phone.
Zach_R
Forum Team
6 months ago
Hi NickR50,

Thank you for your posts and welcome to our community forums. We're here to help.

I'm sorry to hear that you're having a bit of trouble with your landline service recently. From what you've explained, with it only impacting specific numbers, it sounds more like a problem with the landline handset itself as opposed to the landline service. Is it possible to test another handset to see if that can replicate the same problem?

Thanks,
- NickR50
  Joining in
  6 months ago
  The telephone says that it works with all systems.
  - Zach_R
    Forum Team
    6 months ago
    Hi NickR50,
    
    That may be the case, but due to what you've explained it would still be best to test a different landline handset if at all possible. Are you able to do that?
    
    Thanks,
- NickR50
  Joining in
  6 months ago
  So what phone works with the Virgin media lines, I guess a standard phone does not work then?
  - Zach_R
    Forum Team
    6 months ago
    Hi NickR50,
    
    Most phones would work without any issues, and as most calls work on your handset that would back that up. However, certain calls aren't which indicates a potential equipment issue and not a service issue. If it was a service issue then it would affect all calls or all calls of a specific type. From what you've explained, that's not the case.
    
    Due to this, this is why we're asking if it is possible to test another landline handset to help eliminate whether or not the problem is indeed equipment related.
    
    Thanks,
KGriff
On our wavelength
6 months ago
I’m seeing this issue too. If I try to call my Wife’s 3-Mobile from the virgin media home phone linked to the router I hear a ringtone in the handset but my Wife’s phone doesn’t ring - or show any sign of ringing. After 30 seconds or so it goes to her answer service/voicemail and I can leave her a message, which she gets. No problems ringing her from any other phone, including my mobile, just can’t get her mobile to ring from virgin home phone. Checked her iPhone and no calls are blocked and everything else looks fine. So can’t figure it out. I called Virgin and they said it’s a known issue and that the issue is on the 3 network side. I’m still trying to get it sorted.
- Molly_T
  Forum Team
  6 months ago
  Hi KGriff 👋 Welcome back to the community! Thank you for joining this thread.
  
  Sorry to hear you are having an issue with making outbound calls to 3mobile numbers via your landline, glad to hear you have already raised this with the team and they provided an update that it is being looked into.
  
  Hopefully it's resolved ASAP! Were you given an ETA or is it showing up on the outage / service checkers? 👉 https://virg.in/service or by calling 📞 0800 561 0061
  
  As the team have already raised it for investigation, sadly there's likely little further we can do to help expedite this, but please do keep us posted if there are any developments for us to be aware of!
  
  Wishing you all the best. 🌞
  - KGriff
    On our wavelength
    6 months ago
    Level-2 VM support called me back and said it was a ‘known’ issue on the 3-Network side of things and that VM had asked 3 to fix the matter, but could not say when that might take place. I’ve tried things again this morning (bank holiday Monday), but still not working so will try 3-mobile support next week. Have done the usual things of rebooting the router and powering off/on the Home phone & base station, but no joy. It used to work, so not sure what the problem is. It rings at the home phone end, but nothing shows at all on the Wife’s 3 mobile - it even goes through eventually (after about 30s or so) to her voicemail and I can leave a message for her.
    No numbers at all on the blocked callers list on her iPhone - tried removing and wiping the SIM card too.
    Anyhow, we will see what 3 say about the matter in the next day or two and I’ll report back here.
- NickR50
  Joining in
  6 months ago
  I have tried landlines from two relatives and they work perfectly well with my iPhone, so it's not the mobile network and landline handset. It has to be connected to the Virgin Media phone line. I am so fed up as no one from Virgin phones you back and when I call Virgin, they say there's nothing on my notes. It is the worst customer service ever, I am now looking to get out of the contract. Even the Virgin engineer when he came to change the router due to a broadband problem told me that the "VM Connect" app was useless and didn't work and said that Virgin Media knew that.
  - Megan_L
    Forum Team
    6 months ago
    Hi NickR50,
    
    Thanks for coming back to us, we're sorry you feel so frustrated at this point 😥
    
    I can see that our colleague Ayisha has sent you a private message in order to get this issues looked at, please reply to her and she will continue to help.
    
    Thanks,
    
    Meg
KGriff
On our wavelength
6 months ago
I spoke to 3 customer service yesterday and they tested things their end, setting my Wife’s phone to ‘Emergency Bypass’ so that nothing would restrict a call to her 3 iPhone mobile, but still the Virgin Home Phone would not ‘ring’ her mobile after a good hour of testing things, including calling the Wife’s mobile from several other non-Virgin Home Phones and mobiles (which did work). The 3 Support Staff concluded it was a fault on the Virgin Media phone service - so I’m now back to square one.
in fairness to 3 customer support, their Staff tried a good many things and were helpful and assured me the problem lies with the Virgin Media Home phone service. I will have to go back to Virgin Customer Support and see where we go from there. It seems like this issue is not going to be an easy one to resolve, but I’ll keep trying.
- Steven_L
  Forum Team
  6 months ago
  Thanks for coming back to us KGriff, I will get this checked further with our team, to see if they can suggest anything else or have a further look into the issues.
  
  Kind Regards,
  
  Steven_L
  - KGriff
    On our wavelength
    5 months ago
    Just posting to say that the matter I reported earlier in this thread with regards to my Wife’s 3-Mobile not showing as ringing when dialling it from Virgin Media Home phone (fixed line - connected to router) is now fixed. I’m not sure who/how/when it was fixed, but tested it today and the 3-mobile now rings and receives the call. So all’s well that ends well. 👍
    Thank-you to whoever fixed the problem for us. 🙏

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VM landline not ringing nor showing on some mobiles, yet landline has ringing tone from mobile.

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