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

Yes - and this is why we are all frustrated on this posting. This information has been, supplied and resupplied several times over months (read this, and associated postings, and associated complaints).

• There is an issue moving landline phones to VOIP that appears to be associated with upgrade to Hub 5.
• This issue was thought to only involved BT phone systems but has been proven to affect other phone systems.
• This issue has been identified as a Virgin Media FIRMWARE issue by your own technical teams (we are looking into it, need extensive testing, no resolution timeframe available)
• The issue manifests itself with routine and regular "no number" calls being registered on the call list of the phone system.  The phone does not ring, and no messages left.
• The issue has been ongoing and known by Virgin Media for over 6 months.
• I first raised my personal complaint (C-221122184) back in November 2022.  I wrote to the CEO about this in December 2022 asking for an investigation and action to be taken after no joy escalating to management level (requests ignored).
• Through this forum I, and others, asked for a "deadlock letter" so we could escalate the complaint for arbitration through OFCOM.
• Today my complaint is set to RESOLVED by the technical team without anyone contacting/speaking to me or issuing the deadlock letter - and it is not resolved - I have received more calls registered this morning (as indicated earlier).  Worse, I am told that the RESOLVED status cannot be changed as it was input by a technical team. Please read my previous posting particularly, my involvement in this community chain in general, and the complaint notes for full details of my issues

What further information - exactly - do you/Virgin Media require?

Hi all,

I've been viewing this thread for some time, and thought I might as well register to add my experience.

For us, the ghost call issue only started when a sales agent called us to upgrade our package, and increase our bandwidth. Ironically, this was the same rough time as others have mentioned (late autumn 2022).

Since then it's actually cost my wife over £400 in revenue, as she is a call operator that works from home: if she misses three calls on a shift (these calls drop her regular calls it seems, or come through at the same time), she is forced to log off and so every time this happens she loses earnings.

Virgin came out and moved us from a Hub 3 to a Hub 4, as the issue with the Hub 5 was well reported (as is seen in here), and it was fine for about a week or two but started again, for more lost earnings. She's since had to switch to using a mobile handset, which has dropped her rate but at least now she is making money and our rent is paid.

I'm not just here to vent, I'm here to be somewhat optimistic that the firmware update will work. I would imagine the reason for the delay is due to it affecting ALL hub types, so needs to be across the whole range. 

The downside is that we're all still falling foul of this, the admins etc can't help us due to lack of information, and from a personal perspective we've been offered nothing by way of compensation for the lost earnings other than "info being sent to the relevant dept" courtesy of the international call centre.

I'll be watching this thread eagerly as the uncertainty of my wife's earnings is now affecting her mental wellbeing, and I won't allow VM to sidestep that responsibility.

Which 2023 report on Best and Worst Broadband providers. Virgin media is number 13 on the list (behind Zen, Vodaphone, Hyperoptic, Now Broadband, Plusnet, BT, EE Broadband, Shell Energy Broadband, Talk Talk, Utility Warehouse, Sky, and SSE in that order) scoring only 57% in customer satisfaction. Scoring in six areas resulted in 3/5 stars for speed, reliability, and customer service and 2/5 stars for Value for Money, Ease of Contact, and Technical Support.  The main advantage for Virgin Media being that the speediest connections are widely available, whilst the main disadvantages listed are low value for money and poor technical support.  No surprises here for those posting on this community thread.