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Call blocking not working on handset

rnmh1964
Tuning in

I have a BT call blocking phone which until recently worked absolutely fine on my virgin media landline. It now will not allow anyone in my VIP contact list to get through, it blocks everyone. I have checked to see if I have call barring enabled on my Virgin media phone account in case this is blocking calls before they reach the phone but I can't see it on my account. It seems to coincide with when my line was changed from a socket connection to one now going through my WiFi hub. I don't know if this is a coincidence or not? I also see on my caller display that at regular intervals throughout the day I get calls from "no number" although the phone doesn't ring. Again this is since it was connected to the hub. Any help would he appreciated as I now have to turn the callblocker off so that my VIP contacts can get through which now means I get lots of cold calls too.

19 REPLIES 19

TAZMANUK
Knows their stuff

Just to reiterate I haven't been switched over yet and is due soon and was asking about the call blocker on this customers post asking if he had his bt call blocker issues sorted out.

Anyway I have the hub 5

goslow
Alessandro Volta

@TAZMANUK wrote:

Just to reiterate I haven't been switched over yet and is due soon and was asking about the call blocker on this customers post asking if he had his bt call blocker issues sorted out.

Anyway I have the hub 5


The Hub 5, with a BT phone, is more likely to be affected by this issue (if you have not seen it already)

https://community.virginmedia.com/t5/Home-Phone/Constant-quot-no-number-calls-quot-since-moving-to-I...

The issue of call blocking working (or not) seems to be very much down to the connection of the individual customer (rather than generic/common problems)

For the BT Premium phone there have been a few past topics where the phone has not recognised the 'withheld' caller ID and let those kinds of calls through when they should have been blocked (but has blocked other types of calls). A generic kind of fix for that seems to have been to power everything off and remove batteries from handsets then do a full reinstallation of the BT phone on the new connection.

You will probably just have to wait until your phone line is switched and see if your particular phone/line has any issues.

Paulina_Z
Forum Team (Retired)
Forum Team (Retired)

Hi @TAZMANUK,

Thanks for coming back to us and keeping us updated on your experience.

I can see that @goslow has been able to assist and provide some additional information about this. 

Please keep us updated on how your Switchover goes and if you need any further information or assistance with this process or with the service afterwards.

Thank you! 

Paulina_Z
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


Yes and having read 42 pages of complaints regarding bt phones and their still isn't a firmware fix I will decline the digital switch over until their is a working firmware or hardware revision as I'm not having this missed calls in my call log.

These customers should have least been given partial credit of their landline service until new revised working firmware implemented rather than all of them been passed from agent to agent from last year with no real progress

Paulina_Z
Forum Team (Retired)
Forum Team (Retired)

Hi @TAZMANUK,

Thanks for coming back to us. The Home Phone Switchover is a necessary part of our systems now as we're aiming to have all of our customers moved onto the new system by 2025.

If you're experiencing any issues once your Switchover has been complete, please let us know and we'll be more than happy to investigate further.

Thanks.

Paulina_Z
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


Anonymous
Not applicable

I have just purchased a BT corded phone, I cannot use a mobile phone due to hearing problems., there appears to be a problem with the new BT phone as the call blocker does not work alongside Virgin.

Could any help with this problem as I  may need to  return the phone for a refund  if I cannot use the call blocker. Thank  you.

Hi @Anonymous thanks for posting and welcome back to our community.

Regrettably we cannot advise on a service via 3rd party equipment.  Your fellow community members may be able help you, sorry.  You've mentioned that you do have hearing issues.  We do offer support in regard to this.  You can find details of the support we offer, here.

Regards

Lee_R

Anonymous
Not applicable

 

I had no problems before the switchover when using twin phones, so much for so called technology.

Can anyone advise as to which make of phone is compatible with Virgin Media as I now need to return the phone in question for a refund.

The paper work that came with the BT phone stated that I needed CALL BLOCKER DISPLAYwhich customers should be able to get from Virgin Media.

With regard to my hearing problem I find it strange that I recieve a printed bill via the post everymonth in a large envelope stating articles for the blind, kindly cancel this as I do not need it and can check my account via Virgin Media. Thank you.

Thanks for getting back to us @Anonymous 

To enable me to make any changes to how you receive your billing, I would need to take some details.  I am going to send you a private message. Please keep an eye on your inbox in the top right of your screen.

Regards

Lee

FWIW, My Panasonic DECT Phone with automated call blocking stopped working as expected immediately after the switchover. I suspect this is due to having Voicemail enabled as part of the switchover (it wasn't enabled on my original Virgin landline).  Any calls that would normally have been intercepted by the Panasonic Phone seem to be directed straight to voicemail. Any calls that would have been allowed by the call blocker are still being routed through.  I've requested that voicemail is disabled on my line (The Panasonic has an answerphone so don't need it) and fingers crossed this will resolve the issue.  I'll keep people posted!