Just want to help people who have this problem and have been told, or have been led to believe, that it is due to an incompatibility between their handset and the router/hub. It isn't!
I've had a Superhub3 installed and with the phone now directly plugged into the router (no more separate BT sockets) I could ring out but not receive calls.
Many phone calls later I was told my handset was 'incompatible' and I spent many hours trying to get guidance on what 'incompatible' meant and where to buy a compatible handset, including buying (and returning) a new handset.
Fortunately my neighbour has the same hub, so I went next door with my phone, plugged it in and proved conclusively that my phone was fine.
VM now acknowledge that the fault is theirs and it will be fixed by this afternoon - fingers crossed
Welcome to the forums and many thanks for your post. I'm really sorry to hear you've been unable to receive incoming calls, as well as the lack of adequate advice given by our support team.
I'm glad we've now identified that there's a fault and are sending someone over for you - keep us posted and if you do require any further assistance following the visit, please don't hesitate to drop by to the forums, we'll be happy to assist.
Sorry again for the continued issue. As per my private message, I've liased with the telco team to enquire if there was an alternative solution that we could offer for this.
However, this error appears to be to do with part of your line pointing towards the old network - this is something our telephone faults team are raising with BT to resolve and so this should be done within the time frame you've been given.
Update! I've had a phone call from an engineer (on the non functioning phone!) he said he got through on the landline only because he was using a digital phone.
He asked if we had just been migrated from analogue to digital (from twisted pair to direct to hub) then said he knows what the problem is and it's a simple fix which he will send an engineer to sort early next week - the implication being that it may not be a home visit (I should have asked but was obviously a bit over-excited).
If you've been recently migrated from analogue to digital telephony (your phone now plugs into the router rather than the wall) then it's likely to be the same problem as me and I think it needs a remote fix by BT (so that incoming calls are re-routed to the Virgin VoIP system). So I'm guessing Virgin Media need to place a service call with BT and hope that BT give it some measure of priority over their own customers - this is the bit that both worries me and may explain the delay.
As for a VM refund, I've not been offered one and my whole problem started when a VM engineer mistakenly cut our coax line!
On the upside, as I said above, it's been nice having no nuisance phone calls😒