Showing results for 
Search instead for 
Did you mean: 

Caller ID not working since change to fibre optic

Joining in

We recently changed to fibre optic and now my caller ID is displaying withheld. Also when when people call me they get the international dial tone. I have called your customer service several times who are unable to advise. 


Forum Team (Retired)
Forum Team (Retired)

Hi, Barney300. 
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 hear your Caller ID display is not working properly since your line migrated to our fibre network, we'd be eager to best assist with this.
In order to help, I will need to have a closer look into the phone services so I'll send you a PM here shortly to do this.
Please, check the top right-hand side of our page to find a little white envelope.
Click on this and you'll see my message.

Forum Team

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

Tuning in

Hi Barney300

Many Virgin customers have the same problem as you, including myself, and they currently seem incapable of solving it.  They have been looking in to it for me for the past 3 months.  My family tell me they randomly get an internationall dialling tone, but more importantly, even though they are in the phone contact list, randomly come up correctly, or as 'Incoming Call' or even 'Withheld'.  Approximately 50% of my phone contact list incoming calls are not recognised by the Caller ID.

It’s really annoying. My mother gets exactly the same as the issues you are getting , a random international dial tone and withheld on the display. My mother relies on this to block cold callers . Tried to talk to them on here but no one seems interesting in answering us. 

Forum Team (Retired)
Forum Team (Retired)

Hi @Junespoon1941,

I can see you are in PM with us. Please keep to one thread so we can best assist you with this.



Thankyou for your reply but no one is answering the pms so can you please advise 


Forum Team (Retired)
Forum Team (Retired)

I am sorry you have not had a reply.

We do advise are not an instant response and it can take up to 48 hours, as our agents will have their rest days. The agent will respond as soon as they can.