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

If this phantom calling issue is only on the Hub5 then why not replace it with a Hub4. The BB speed difference for anyone on the 1gb service will be negligible and anyone on a lower BB service will notice no difference at all. Seems to me to be an easy fudge until the Hub5 issue is fixed and less stressful for all concerned.

That would be fine if I had a Hub 4. 

Unfortunately that isn't the case for us, as we were moved from a Hub 3 to a Hub 4, and we've still got the issue, and we use a Panasonic cordless handset (single unit).

Our issue only started when we were put on the faster bandwidth, from the VM100. 

I could only then put it down to the change in speeds or something to do with the port scanning on higher bandwidths.

Regardless, VM haven't been back in touch about my wife's lost revenue, and are happy to have closed our issue as fixed, and so the phone is unplugged and this we're paying line rental for no purpose whatsoever due to the service being better when it is disconnected 

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IndigoStickman wrote:

Unfortunately that isn't the case for us, as we were moved from a Hub 3 to a Hub 4, and we've still got the issue, and we use a Panasonic cordless handset (single unit).

Our issue only started when we were put on the faster bandwidth, from the VM100. 

I could only then put it down to the change in speeds or something to do with the port scanning on higher bandwidths.

Regardless, VM haven't been back in touch about my wife's lost revenue, and are happy to have closed our issue as fixed, and so the phone is unplugged and this we're paying line rental for no purpose whatsoever due to the service being better when it is disconnected 

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I thought this was a Hub5 and BT premium phone issue?

No I have the same problem on a Business Hitron router and BT premium phone and had same issue when I had Panasonic phones previously 

For those of us on residential contracts it would be good to know that this is being investigated and that a solution might be available soon. Can you confirm that Ilyas?

That is the most complete response we have received so far, but still leaves us with a system "improvement" that has proven to be incompletely/ inappropriately tested before roll-out, has degraded our existing solutions, and has no resolution date in sight. Compounding this, all suggested "hot-fixes" have proven to be ill-conceived and ineffective (reboot hub, try another phone system, change the phone number, ask BT to change their firmware, upgrade/downgrade hub etc).

It seems the issue is Firmware based, affects both Hub 4 and Hub 5, and impacts several phone systems (BT, Hicom, Panasonic) and also Hitron business routers. 

Weekly update for the service manager (Ramon) - passed on to him from the manager of the technical team working on resolution - some good news...

1. The full scope of the issue has been identified.
2. A solution is proposed (worked out with 3rd party equipment supplier) 
3. Some additional testing is required to ensure this solution addresses the issue fully.
4. This will then (probably) be flashed to users' equipment in due course.
5. No resolution date, but confident that date is near.

This seems very promising. (I am now scheduled for weekly updates - next one probably 27/28th).

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Chris_Myers wrote:

Weekly update for the service manager (Ramon) - passed on to him from the manager of the technical team working on resolution - some good news...

1. The full scope of the issue has been identified.
2. A solution is proposed (worked out with 3rd party equipment supplier) 
3. Some additional testing is required to ensure this solution addresses the issue fully.
4. This will then (probably) be flashed to users' equipment in due course.
5. No resolution date, but confident that date is near.

This seems very promising. (I am now scheduled for weekly updates - next one probably 27/28th).

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Well that sounds very promising! You’ve finally got to speak to someone at VM that actually cares. 
When I last spoke to them they couldn’t of cared less and just put the situation into deadlock. 
I’ve had the deadlock letter but am now waiting for all the call recordings etc that I need. 

If I’d spoken to the same person as you this could very well have been resolved that way rather than me having to take it externally and VM take up time pulling all the call recordings etc. 

Don’t suppose you’ve got any direct contact details for this person that you could share?

It would be quicker and easier me for an VM if I could be dealt with in the same way. 

Good work Chris,  keep us updated .  Your efforts are appreciated. 

Thanks for getting in touch Iliyas, but unfortunately it's a residential line we have, so I'm in the right place.

My wife works from home, and would use the home line but of course it's now unplugged due to the risk of losing a daily rate every time, which we're not willing to gamble on.

Due to this, we won't receive any calls on the status of our complaint and request for compensation, but I doubt any liability will be admitted so we'll likely have to chalk up the financial loss to experience, unless you have the ability to offer recompense and a bank transfer?

Sorry - no direct contact - he called me - and email address is not accepting replies.. 

I asked him to post reply here but I don't think he wants to be point of contact for all.

Having just been converted to fibre phone I am also facing the same issue with hub 5 and BT call guardian phone. Thanks for all your efforts so far Chris Myers in keeping on at Virgin to get this sorted.

I have recently been connected via my hub and have started getting no number or unavailable number calls (this is a residential line) Phone doesn’t ring, no messages etc but they show on my missed calls list

Started at 03:10 this morning and have had 3 since today already (26/1/23).

This is on a Hub 3

John

Jodi I think you have misunderstood the last post. If you look back through this thread you will see what the issue is. We were told it is being investigated for a solution.

John

Hmmm...

Thanks for the reply. I have visited the link mentioned, and although I know it's not you that would be the one to speak to regarding this, @John_GS, I don't think offering me what is essentially a GOGW will really be of any help, considering the amount of lost earnings due to this issue, not to mention the personal effect on my wife (who's salary is the one keeping a roof over our heads, and I cover everything else, so you can imagine the distress?)

Looks like I'll be plugging the phone back into the hub shortly to attempt a conversation with a UK department, as if this was the other way round, you'd be beating down my door for money you'd lost.

I'll keep the forum members abreast of my progress, as I'm sure many have suffered similar losses to no resolution, but unfortunately nowadays OFCOM have their wings clipped, so it's back to the old school way of negotiations.