Menu
Reply
Highlighted
  • 13
  • 0
  • 0
Joining in
269 Views
Message 11 of 29
Flag for a moderator

Re: 50% of the time when the phone rings the caller can hear me, but I cannot hear them

Hi Lisa,

My new 4 handsets are all Gigaset C570H. I have forgotten what the old one was , but the fault was the same. Here is a brief history:

History of problem with Virgin Media calls – caller not being heard

March 2020

Many calls failing, my wife encouraged me to buy new handsets which I did in May

9 May 2020 New phones purchased Gigaset C570H

12 May 2020 on Virgin Media  support posted on community site

4  Jun 2020 - 13:56 – 03454541111 Virgin Media rang – could not hear the caller?

8 June 2020 – 17:58 - Joanne 001949xxxxxx – Overseas call could not hear the caller

11 June 2020 12:24 – Teresa – Virgin Media call failed

11 June 2020 Jared could not fix it multiple faults using ringback 156 8378

12 June 2020 10:00 Techie called to say found fault on Ave St Nick. Will call back next week

12 June ringback tests

10:10 OK

10:11 OK

10:32 OK

12:35 ringback failed

12:37 ringback failed

12:38 ringback failed

15:58 Virgin Media rang  told them fault not fixed

16:47 Jo rang, could not hear her – rang her back

13 Jun

11:18 Ringback OK

11:19 Ringback OK

11:22 Ringback OK

156 -8378

15 June 2020

              9:09 VM called asked what phone I have told them it was in hands of Technician

16 June 2020

9:09 VM CS called said what type of phone did I have.  I said I had told the agent yesterday and she should talk to the Technician who spent 2 ½ hours at my house. He had called a network specialist who had fixed one problem but it had not solved my problem

10:01 Ringback OK

10:02 Ringback OK

10:03 Ringback OK

11:26 Ringback failed

11:27 Ringback failed

11:28 Ringback OK

17 June 2020

9:09 VM CS called said what type of phone did I have I said Gigaset C570H, but if they meant is it a VOIP phone, then the answer is it is not. The aggressive man said ticket had been closed I said it should not be closed until, the customer says it is fixed. They said I need to use a VOIP phone to test it. I said that was not going to happen, the technician Jared said he had been in touch with the network engineer who would check out the exchange, had they read the reports of the technician. Obviously they hadn’t as he did not know the technicians name. then suddenly he did obviously having read the notes while we spoke. I suggested that Virgin Media pay for new phones as it nowhere in the literature said I needed a VOIP phone

19:01 Failure – Us call, could not hear her – rang her back

18 June

9:09 VM CS called said ticket had been closed by Network engineer and fault fixed. I said it should not be closed until, the customer says it is fixed. They said I need to use a VOIP phone to test it. I said that was not going to happen, the technician Jared said he had been in touch with the network engineer who would check out the exchange. He said I have 50 calls a day with problems caused by intermittent faults caused by old phones! I said I had bought 4 new phones at some expense to me and asked if Virgin Media would pay for new ones (ignored) I suggested that the Quality department listen to all the calls.

10:02 My ip address is 82.44.120.197

10:03 Ringback OK

10:04 Ringback OK

10:05 Ringback OK

10:36 Ringback OK

10:37 Ringback OK

10:38 Ringback OK

11:34 Ringback failed

11:35 ip address 82.44.120.197

11:36 Ringback failed

11:37 Ringback failed

20 June 2020

10:01Ringback OK

10:02 Ringback OK

10:03 Ringback OK

11:04 Ringback OK

11:05 Ringback OK

11:06 Ringback OK

11:26 Ringback OK

11:27 Ringback OK

11:28 Ringback OK

22 June 2020

              15:45 Ringback OK

15:46 Ringback OK

15:47 Ringback OK

24 June 2020

              11:06 Call from Pam(Mob) failed

26 June 2020

              16:46 Call from Jo (US) failed

29 June

12:58 Ringback failed

13:00 Ringback failed

13:00 Ringback failed

17:16 Call from Barbara (Local call) failed

3 July

              13:24 07391xxxxxx (Eleanor) Failed

16:43 Local incoming call failed

6 July    Started all over again – 0345 454 1111 Virgin Media support

17:18 Sara will run checks – refreshed the line!!!

              Escallated to 2nd line will call back 24-48 hours Ref no. 25057520

              17:39 Ringback OK

              17:39 Ringback OK

              17:40 Ringback OK

7 July spoke to Gavin Virgin Technician 07415 xxxxxx (Orig installation Eng) He thinks fault with account set up or internet faulty

              11:15 Ringback OK

              11:16 Ringback failed    

              11:17 Ringback failed

9 July 2020

              11:13 EDF  0191 426 5602 call failed

12:31 01582 xxxxxx call failed

              Logged a fault again

10 July

              Rachel phoned from customer support to say the REN was low. Fixed up for a technician to come on 14th July KMM53044465V72122L0KM

14 July

              Jared came could not find a fault although it kept failing

              He rewired the cable from the router to outside, still fails

              Says his boss will talk to others to see if they have seen the same fault

              Will come back tomorrow to tidy up wiring

15 July

              Email from Virgin Media KMM67979946V84879L0KM to say problem is fixed and £8 per day credit!

              9:41 Reponded OK from mobile call

              9:41 Reponded OK

              9:42 Reponded OK

              Jared came and put a new cable from the router to the outside. Said call him by Friday if still faulty

16 July

              10:20 Ringback failed

              10:20 Ringback OK

              10:21 Ringback OK

              10:52 Ringback OK

              10:53 Ringback failed

10:54 Ringback OK

17 July

12:40 Spoke to Jared he will email a tech specialist and let me know in a few days what is happening

13:54 incoming call failed

              14:09 incoming call failed

14:10 incoming call failed

Help with this would be appreciated

BR John

 

0 Kudos
Reply
Highlighted
  • 2.65K
  • 143
  • 247
Forum Team
Forum Team
262 Views
Message 12 of 29
Flag for a moderator

Re: 50% of the time when the phone rings the caller can hear me, but I cannot hear them

Thanks for the details John and will be a great help for us. Can I ask when did you purchase the new handsets in case we can rule out the handset issue? Also when the engineer visited, was this with the old phone or new phone? Was he able to use his own testing handset to see if he could hear calls?

 

Sorry for the questions, I just need some clarification to help us.

 

Thanks,

 

Lisa

0 Kudos
Reply
Highlighted
  • 13
  • 0
  • 0
Joining in
252 Views
Message 13 of 29
Flag for a moderator

Re: 50% of the time when the phone rings the caller can hear me, but I cannot hear them

Hi Lisa,

The faults have been at least since March with the old handset and the same faults with new handset since I purchased them on May 9th,

The technician told me he tried calling from the cabinet with his phone and it failed too. I don't know why they are looing in the house when the fault is clearly outside the house. If I were doing the fault finding I would look in the exchange!

BR

John

 

0 Kudos
Reply
Highlighted
  • 2.65K
  • 143
  • 247
Forum Team
Forum Team
245 Views
Message 14 of 29
Flag for a moderator
Helpful Answer

Re: 50% of the time when the phone rings the caller can hear me, but I cannot hear them

Thanks John.

 

I've sent off an email to the Area Field Managers to see what else we can do or if they have any ideas regarding your cannot be heard issue and will update you when I get an update. Please note that I've passed your information onto them so keep an eye out for any calls just in case they need some clarity.

 

We hope to get to the bottom of this and thank you for your patience whilst we continue looking.

 

Thanks,

 

Lisa

0 Kudos
Reply
Highlighted
  • 13
  • 0
  • 0
Joining in
219 Views
Message 15 of 29
Flag for a moderator

Re: 50% of the time when the phone rings the caller can hear me, but I cannot hear them

Hi Lisa,

Is anything happenning on this? The fault is getting worse.

Br

John

0 Kudos
Reply
Highlighted
  • 62
  • 1
  • 4
On our wavelength
214 Views
Message 16 of 29
Flag for a moderator

Re: 50% of the time when the phone rings the caller can hear me, but I cannot hear them

Hi, sorry to jump in on your thread but I am having the exact same issue

0 Kudos
Reply
Highlighted
  • 13
  • 0
  • 0
Joining in
189 Views
Message 17 of 29
Flag for a moderator

Re: 50% of the time when the phone rings the caller can hear me, but I cannot hear them

Hi there,

It seems that Virgin know they have a problem, but don't know how to solve it!

0 Kudos
Reply
Highlighted
  • 2.65K
  • 143
  • 247
Forum Team
Forum Team
168 Views
Message 18 of 29
Flag for a moderator

Re: 50% of the time when the phone rings the caller can hear me, but I cannot hear them

Hi @KiamaraKid,

 

I've asked for an update with this and to confirm the type of adapter for the phone following your Private Message. It should be an RJ11 Adapter but I've asked him to confirm. Sorry for the wait and thank you for your continued patience with us.

 

Thanks,

 

Lisa

0 Kudos
Reply
Highlighted
  • 13
  • 0
  • 0
Joining in
165 Views
Message 19 of 29
Flag for a moderator

Re: 50% of the time when the phone rings the caller can hear me, but I cannot hear them

Hi Lisa,

Please can you do 3 things for me?

1. Send me a picture of the RJ11 adaptor

2. Find out why the Network Engineer has not come back with a response

3, Confirm that I will get a £8 per day refund since January 2020

Br John

0 Kudos
Reply
Highlighted
  • 8
  • 0
  • 0
Joining in
150 Views
Message 20 of 29
Flag for a moderator

Re: 50% of the time when the phone rings the caller can hear me, but I cannot hear them

Am also sorry to jump into this thread. I have the same issue, but with just one number. I raised it under the thread “Can’t hear Virgin caller”, but have had no responses at all.

Virgin obviously has a problem!

How do you get a reply from one of the Virgin Forum team, e.g. Lisa? 

 

 

 

 

0 Kudos
Reply