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

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.

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. 

I dont want to tell anyone how to do job but this is pretty clear the trend with this 

HUB 5 and BT premium phone 

https://shop.bt.com/products/bt-premium-phone---three-handsets-090632-D93X.html

internal tech team should get one then it will become clear what issue is .. 

Great thanks 🙂

You can add another one here, recently upgraded to the Hub 5 and have 4-5 calls daily of the same nature. Went on holiday to return to 50 'Missed Calls' with the missed call capacity on the telephone filled and no new ones being able to be recorded. No problem if it is these 'Ping Tests' (?) but annoying if it is a genuine missed call with no left message.

Come on Virgin get it sorted, this is supposed to be the future for the replacement of copper core telephone lines, not good if it constantly shows missed calls on your landline.

So weeks in, numbers growing, and still no feedback other than “under investigation”. Do we have a timeline for some - any- feedback (ballpark, days, weeks, months, years, sometime never)? Have we even been able to replicate the issue in a lab? Do we know anything? Confidence in an appropriate identification of the issue and a solution is not high.

Hey Dave 

BT premium phone too?

You can add another one to the list. 

Again I’m using BT Premium phones. The difference here I was having this issue with the Hub 4, started a few weeks ago. I’ve since been upgraded to the Hub 5 and am still having the same issue. 

Around 7 per day. 

Being as I’ve had this issue with 2 different hubs I fail to see how resetting the hub will make any difference. 

I don’t know if it makes any difference but I’m using the hub in modem mode. 

John he said in his post 

Again I’m using BT Premium phones.
^ 

All people with this issue have this phone it seems. 

Yep, I saw that thanks,  hopefully, technical team can get to bottom of it.   All they need is a Hub 5 and a BT premium phone to see it for themselves. 

Yes, not really getting the hang of this are we.

Over a month and 77 entries, yet still unable to duplicate the issue and to identify the problem.  Unable to communicate the issue and potential resolution, and now hoping to push the blame onto BT in the hope they fix it for you or to shift responsibility. It is Virgin Media who have changed, not BT.  It is therefore your issue, to identify and resolve.  Lots of chat but zero customer service coming from Virgin Media .  As previously stated, this now needs a manager to take responsibility (and identify themselves) for the issue. To have it duplicated in lab conditions, to correctly identify the issue, and to propose a solution.  Regular reports on progress are required to the customers, not just platitudes. 

I realise the team are doing their best in this forum but it is not here it needs to be addressed.  It should also be noted that it was brought here as a last resort as no other mechanism got through or received a response.  So can I please ask again that a full management response be provided as to what the issue is and what Virgin Media intend to do about it - and no, pushing the responsibility to BT for a change that Virgin Media Made does not cut it.

While I'm on the subject, is it possible to obtain a transcript of this discussion chain as it seems it may be necessary to take the issue up with external authoritative bodies?  (I have just been on holiday and come back to a full recent calls list which I had to delete (unchecked) in order to even be able to use the perfectly good working apparatus only impacted when the new hub and service provided by Virgin Media came on line).  The problem is a nuisance, the time spent chasing Virgin Media to take action excruciating, and the feedback (3rd hand at best) of little value.  The ball is in Virgin Media's court - prove you are professional, can provide a valuable customer service, and truly respect and value the customer.

Thank you - it is the first time VM have admitted there is an actual issue with their Firmware. 

Please continue to update on progress as it is received.

I'm having the same problem since the changeover, yesterday. I also have BT phones.