Forum Discussion

Chris_Myers's avatar
Chris_Myers
Superfast
3 years ago
Solved

Constant "no number calls" since moving to IP Telephone from landline (Home) (Resolved)

My area has recently been migrated from landline to IP telephony which seems to work well with one exception.  My received calls report 10-20 daily calls from "no number".  There is no call made (no ...
17
IP telephony
nuisance calls
Phone
  • ModTeam's avatar
    ModTeam
    2 years ago

    Hello,

    Thank you all for your patience whilst we worked on fixing the ghost call issue. Our Support Team have deployed a fix this morning, please restart your Hubs to allow the fix to take affect and let us know if you're still experiencing issues.

     

    Regards,

    ModTeam

Chris_Myers's avatar
Chris_Myers
Superfast
3 years ago

What part of NO, UNACCEPTABLE is misunderstood. Can we escalate these concerns to management level and provide a full management statement as to 1. Why this is not evidence of a cyber attack 2. Why this is not evidence of technical fault(s), and 3. Why we think changing a phone number will “fix” the issue and not just obscure it (initially at best). You have not even bothered to provide a full explanation of what virgin media believe the issue is, why it’s not related to new equipment/services, and why it is believed a new number will address any identified (.of course even this is not evidenced) unspecified issue(s). Please can we try and provide a professional response with full explanation and not the simplistic and hopeful if you change your number it will go away solution. If I were to do that I would ensure a better level of success by simply changing supplier for all my services. If you want to keep customers - try harder.

John_GS's avatar
John_GS
Icon for Forum Team rankForum Team
3 years ago

Hi Chris_Myers

Thanks for coming back to me. I am sorry you're not happy with the resolution provided. 

I will PM you now to carry this conversation on.

Best,

  • snozski's avatar
    snozski
    Up to speed
    3 years ago

    Chris can you keep us updated on what solution they come up with for you.   A'll I've been offered is an engineer visit.   Which I rejected as Its not a line fault ! 

  • Chris_Myers's avatar
    Chris_Myers
    Superfast
    3 years ago

    So far, it has been passed to the initiator of the response and awaiting their input.

  • John_GS's avatar
    John_GS
    Icon for Forum Team rankForum Team
    3 years ago

    Good afternoon, Chris

    We have gone back to the team with this and it's been re-opened for investigation. I shall update you when I know more.

    Kind regards,

  • snozski's avatar
    snozski
    Up to speed
    3 years ago

    Any update to this its Thursday now ?   It would be nice if this was treated with some priority ?

  • Travis_M's avatar
    Travis_M
    Forum Team (Retired)
    3 years ago

    Hi snozski

     

    Thanks for your reply!

     

    I have emailed my colleague to see if we have any updates for you, they should be back in touch tomorrow. Thank you for your patience with this and my apologies for the inconvenience.

     

    Regards

     

     

  • Steven_L's avatar
    Steven_L
    Icon for Forum Team rankForum Team
    3 years ago

    Thanks for getting in touch with us here on the forums gap84.

    We are investigating this issue at the moment and will get back to you as soon as we have any further updates on the situation. We're not aware of this affecting any particular brand of telephones at the moment.

    Regards,

    Steven_L

  • gap84's avatar
    gap84
    Up to speed
    3 years ago

    Thanks, but just to confirm on this thread, three of us are all using BT Premium phones - so does seem quite a coincidence!

  • Steven_L's avatar
    Steven_L
    Icon for Forum Team rankForum Team
    3 years ago

    Thanks for coming back to us gap84, I will pass that onto the team for their investigations.

    Thanks

    Steven_L

  • snozski's avatar
    snozski
    Up to speed
    3 years ago
    well spotted gap84 I have a BT premium phone yes !
  • chelmoo's avatar
    chelmoo
    Tuning in
    3 years ago

    Ditto!

  • snozski's avatar
    snozski
    Up to speed
    3 years ago

    We have solved this for Virgin then, their tech lab needs to test BT premium phone with hub 5 and work out why it keeps sending these no-number calls that don't ring.

     

    It cant be just blamed on BT premium phone as this is one of most popular phones in UK .. 

  • Zach_R's avatar
    Zach_R
    Forum Team (Retired)
    3 years ago

    Hi chelmoo,

    Thank you for your post and welcome to our community forums. We're here to help.

    I'm very sorry to hear you're experiencing some landline related issues recently. Would you mind expanding on the issue and situation for me? We're here to help.

    Thanks,
     

  • snozski's avatar
    snozski
    Up to speed
    3 years ago

    Zach all you have to do is read the thread. .. its strange this virgin customer support.   Why is this issue not just dealt with by one person and a bit of transparency with it?   The last support agent said this is being investigated by Virgins internal team.

     

    This screams of just kicking the ball down the street to delay a resolution to me.    Please read the thread ! 

  • Zach_R's avatar
    Zach_R
    Forum Team (Retired)
    3 years ago

    Hi snozski,

    Sorry for any confusion or upset caused. I've read the thread and am aware of the issue prior to replying. I was trying to ascertain if the issue with the customer I replied to was any different at all so I could provide further support and advise accordingly.

    Relating to the issue of the thread in general, I'm afraid that this is still being looked into but we'll provide an update once we have one.

    Thanks,
     

  • snozski's avatar
    snozski
    Up to speed
    3 years ago

    Fair play ye.  It's just kinda frustrating how long anything takes with Virgin. 

  • chelmoo's avatar
    chelmoo
    Tuning in
    3 years ago

    Zach, Just picked up your question which really, I think, has already been answered. I came to Virgin Media about two weeks ago; no such problems before then but now I constantly have "no number" calls on my display. Since yesterday lunchtime these have been at 1.21pm, 5.31pm, 8.01pm, 9.41pm, 3.11am, 4.21am and 6.51am. I am using a BT Premium phone.

  • Paulina_Z's avatar
    Paulina_Z
    Forum Team (Retired)
    3 years ago

    Hi chelmoo,

    Welcome back to our Community Forums. Thanks for reaching out and I'm sorry to hear that you're also receiving these calls. I can understand how frustrating they are. 

    Can you tell us if you're tried to connect a different landline phone to see if this issue continues?

    Thank you.

  • Chris_Myers's avatar
    Chris_Myers
    Superfast
    3 years ago

    57 messages on the subject over 2-3 weeks and still not understanding the issue. IT HAS NOTHING TO DO WITH LANDLINES, HANDSETS, or PHONE NUMBERS. The simple truth is that it is the move from landline to IP telephony via hub 5 that is the issue. Either hub5 issues (hardware or configuration) or external influences (engineering, hacking) or wider virgin media network issues. We need this escalating to a single person at management level who will take ownership and identify his/her self, conduct an appropriate investigation, and provide a full explanation and solution. We call it professional and responsible network engineering as opposed to the pas-the-parcel service we are getting up to date. We also need an appropriate forum in which to discuss this - we have all come here because virgin media “are experiencing a high volume of calls” since the switchover, have a wait of 30-45 mins to get to a multiple digit wait list, before getting through (1hr plus later) to be told not us it’s your handset. Not good enough sorry. Escalate to management please.

  • Tom_W1's avatar
    Tom_W1
    Icon for Forum Team rankForum Team
    3 years ago

    Hi Chris_Myers thanks for your reply, I can appreciate your frustrations here.

    As Zach has said previously, this is already being investigated and as such we cannot escalate this further - it is being investigated with an attempted fix to be provided ASAP as you've been advised on the other thread you've posted on too.

    Many thanks

  • mrfreckles's avatar
    mrfreckles
    Joining in
    3 years ago

    Hello, 

    i have a two way bt splitter connected to my hub 5. 
    One connected to a bt premium phone, the other a new Panasonic set. As with everyone else, the bt premium phone’s show these calls, Panasonic  set does not. I believe this is simply the hub/vm checking the connection automatically by sending a signla through to the phone and the bt call guardian picking this up as a legitimate call, making these calls show up in recents. 

    This issue seems to be only with the bt phones on the hub 5. My premium bt phones worked with both hub 3 and 4 without any issues. 

    I will be staying with the hub 5, due to it having the 2.5gb port. 

  • John_GS's avatar
    John_GS
    Icon for Forum Team rankForum Team
    3 years ago

    Morning mrfreckles,

    Thanks for posting and welcome to the community and also for sharing this update. I'll pass it on to the investigating teams for their thoughts.

    Kind regards,

  • Akua_A's avatar
    Akua_A
    Icon for Forum Team rankForum Team
    3 years ago

    Thank you for flagging this to us snozski.

    The relevant team has been made aware of this issue and will do its best to resolve this as soon as possible.

    Thanks,

  • snozski's avatar
    snozski
    Up to speed
    3 years ago

    Great thanks 🙂