Calling services won't work after digital switchover

[kolvin1]

Before the switchover to fibre landline a week ago, I had various other services like call diversion and 3 way calling etc. Since switching they have gone and I can't activate them again myself. When I dial 1765 to find out if I am in the red or other areas, it says the number is not available. I used to dial *70 to begin call diversion, but nothing happens now. I have rebooted the hub.

[kolvin1]

In answer to my own question, I called 150 today and the guy said he had put them back on the account. The numbers for call diversion have changed from #70 to *21* same as BT but I didn't know about that and neither of them worked until I rang up anyway. He said he would send me an email with the new codes on but I've not received this yet. If this means that everyone getting switched over has to call up to get call waiting and diversion added, it is going to be a big headache for the call centre. 

[Ilyas_Y]

Hi @kolvin1 Thanks for reaching out to us on the Virgin Media forums. 👋🏼

I'm sorry to hear about the issues with the landline you are having. 😢
When switching over - some services may not be available on the landline when going form the traditional copper lines to a digital line.

May I ask what services you have now and which ones are missing now?

Kind regards,
Ilyas.

[kolvin1]

My statement says that on my landline I have the following:

Telephone Line Rental

Voicemail Plus
 Call Divert

Reminder Call
Quick Dial 

3 Way Calling
 Anytime chatter

However, it seems that only call divert works only since I rang up. I can call someone else whilst I have another call going but I cannot connect them together so 3way calling doesn't work I don't think. Voicemail seems to work. Quickdial doesn't work any more. So basically nothing works now apart from call divert because the call centre guy added it back on when I rang up

[Ilyas_Y]

Thanks for the reply.

Let's look in to this for you.

I will send a private message.

Kind regards,
Ilyas.

[nodrogd]

If you are using a hub based digital line then use the codes marked as “purple” in the user guide. The other colour zones are only for people that still have the old copper twisted pair connections to the exchange.

[kolvin1]

Thanks. I don't have a userguide, and the staff didn't seem to know what to do so thanks to you. My call waiting etc still isn't working; I reckon it will be a nightmare for customer service if everyone being switched over has all this to contend with. 

[Martin_N]

We're sorry to hear you're still having an issue with that. I can see we did attempt to help with this. If you would like us to look into this further, please do respond to the last message you had from us. 

^Martin

[nodrogd]

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@kolvin1 wrote:

Thanks. I don't have a userguide, and the staff didn't seem to know what to do so thanks to you. My call waiting etc still isn't working; I reckon it will be a nightmare for customer service if everyone being switched over has all this to contend with. 

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https://store.virginmedia.com/content/dam/eSales/Downloads/Phone%20User%20Guide.pdf