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

[Chris_Myers]

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 ringing) and no message left, just a report that "no number" called and a time.  OFCOM state it should be addressed to the provider and the Telephone preference service state they can do nothing with marketing or computer generated calls.  This did not happen until switched to IP telephony and has been daily since (coincidentally - I think not).  This appears to be a man-in-the-middle network attack and is therefore worrying (as well as filling my recent calls with rubbish).  Virgin media say they cannot see these calls, yet their system records it on my recent calls log. Anyone else having this problem or have a resolution?

[MOD EDIT: Please see post for an update ]

[mikewot]

OK done that, just a thought - do I still need to use the adapter that was sent to enable the switchover from twisted pair to 'digital' (actually VOIP) phone?  I have it plugged into the Hub 5 just as I did with the Hub 3 but wondered if the Hub 5 didn't require it.

[Ilyas_Y]

Thanks for the update @mikewot on the forums.

You can try to see if it works without the adapter.
I remember on my previous hub we used to use it directly plugged in and it did work.
Are you able to try and see if it makes any difference?

Kind regards,
Ilyas.

[mikewot]

No it doesn't work because the phone uses a standard phone connector and the hub needs an RJ45 which is what the adaptor does 🙂

[GC1028]

Re: Constant "no number calls" since moving to IP Telephone from landline (Home) (Investigating

53 minutes ago

Hey @GC1028, thanks for the reply.

If you pick up these calls - is there anyone on the other end?
Or is it just a blank call literally?

Let us know, we're trying to gather as much data as we can to send to the team.

Kind regards,
Ilyas.

Ilyas - Forum Team

As if they don’t have that information already!!!!   No, there is no one on the other end and for that reason no recorded messages left apart from seeing multiple “No number “ on my call list. 

[Ilyas_Y]

Thanks for the update @mikewot.

I have got in touch with our community lead regarding an update about this as this seems to be a widespread issue.
They have informed me that they are working on a fix for this matter with a future firmware update.
But due the nature of this fault, it will require extensive testing, so as of now there is no confirmed fix date for the issue.

However I can confirm that the team are looking in to this fault for a resolution.

Kind regards,
Ilyas.

[Simonwa]

I am having the same problem. I never really use my landline phone and every so often I go to have a look at the headset and it says that the 'call history' is full. When I scroll through, I can see calls every few minutes from 'no number'. I've had 3 already in the last hour today since I deleted the caller history. I thought it was perhaps my home phone, as it has a nuisance call blocker on it, but that is not actually activated at the moment. The phone never rings - it just logs a missed call from 'no number'. 

I just hope I am not missing important calls - I noticed on the list this morning some calls that I had not answered (must have been out) that were from actual numbers. They are getting 'lost' in the constant full call log list.

[jimmyd_uk]

Ah - explains a lot. I'm having similar issues

[Ilyas_Y]

Hi @Simonwa, thanks for reaching out to us.

As advised on the thread there is a known issue with this and it has been logged with our faults specialist team.
We await a repair / fix for this, unfortunately there is no current fix date in place due to extensive testing.

Kind regards,
Ilyas.

[Redwards86]

So I received the deadlock letter today. Or rather a letter telling me I can now complain via https://www.cedr.com/consumer/cisas/

In order to complain they’ve asked for a lot of information so I’ve been forced to do a Subject Access Request https://www.virginmedia.com/help/dsar-faq

Means VM now have up to 30 days to pull all the call recordings, emails and webchats along with any notes their staff have left on my account. 

There is a chance VM could delay this and actually have 3 months to pull the info. 

Once I’ve got all the info from VM only then can I start my complaint with cedr and that can take 6 - 8 weeks for them to investigate the complaint. 

Of course all of this long winded process:

A: Is deliberately difficult to deter people from being bothered. 
B: Buys VM more time. 

I’ll persevere with it and I’m sure if others follow me VM will be forced to act eventually. 

At the moment VM’s attitude to the whole thing is appalling and that ultimately forms a part of my complaint. 

I can only encourage everyone else to go down the same path as the more of us that do, the more powerful our collective voices become. 

[Chris_W1]

Hi Redwards86, thanks for the message. 

We would send this within the 30 days, if we require any further information from you the team would call. 

Chris